Spanish-Speaking Customer Service Representatives

Job Title: Customer Service Representatives
Department: DNS
Reports To: DNS Managers
FLSA Status: Non-Exempt

Summary

Assists Spanish customers by interacting with, and fulfilling their needs in a timely and professional manner. Monday-Friday NO WEEKENDS!

Essential Duties and Responsibilities

• Talks with customers by phone or in person and receives orders for products and services.

• Demonstrate proper phone etiquette

• Identify problems with orders and solve them

• Assist members with Compensation Plan inquires

• Maintain knowledge of company policies and products

• Constant communication with your Team Leaders and Manager

• Report issues on behalf of the members

• Follow up with problems, questions, and concerns, and get back with the member inquiring.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

• Design—Demonstrates attention to detail.

• Problem solving—Identifies and resolves problems in a timely manner; Works well in group problem solving situations.

• Technical skills—Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

• Customer service—Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

• Interpersonal skills—Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

• Oral communication—Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills.

• Written communication—Writes clearly and informatively; Edits work for spelling and grammar.

• Teamwork—Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

• Judgment—Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.

• Planning/organizing—Uses time efficiently; Sets goals and objectives.

• Professionalism—Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

• Quality—Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

• Quantity—Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

• Adaptability—Adapts to changes in the work environment; Changes approach or method to best fit the situation.

• Attendance/punctuality—Is consistently at work and on time; Arrives at meetings and appointments on time.

• Dependability—Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

• Initiative—Volunteers readily; Asks for and offers help when needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Mathematical Skills:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Computer Skills:

• To perform this job successfully, an individual should have knowledge of Internet software and Word Processing software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.