Now Hiring - TPI Staffing, Inc - REMOTE Bilingual Call Center Representative in Houston, TX

Full description of the position

Bilingual Customer Service Representative - Remote Pay: $18.00 per hour Remote Schedule: Shift Hours: M-F 9:00 am - 6:00 pm. Service center operates 7:00 AM - 6:00 PM (must be flexible to adjust as needed). Note: 2 mandatory on-site (4 hour) training days in March and October/November Training will be held ONSITE the first week Company Perks: Work from home! After hired full-time, client offers Medical, Dental, Vision and 401k. Job Summary: * We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. * The ideal candidate will possess excellent communication and problem-solving skills * As well as a strong commitment to providing exceptional service to our valued customers. Responsibilities: * Act as the main point of contact for customer inquiries, concerns, and complaints via various channels (phone, email, chat, social media, etc.). * Process and prepare mail and packages for shipping, including labeling, packaging, and arranging courier or postal services. * Provide accurate and efficient assistance to customers by identifying their needs and resolving their issues promptly and professionally. * Listen attentively to customer inquiries and provide appropriate solutions or alternatives within company guidelines and policies. * Escalate complex issues to the appropriate departments or supervisors for further resolution and follow-up. * Assist customers with placing orders, tracking shipments, processing returns, and other order-related tasks. * Make courtesy outbound calls to customers and record any feedback provided. * Handle irate or upset customers in a calm and professional manner, aiming to de-escalate situations and provide effective solutions. * Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner * Research account status and identify account issues * Address billing inquiries and resolve billing disputes * Process disconnection and reconnection requests * Enroll customers and resolve enrollment issues * Provide price quotes to prospective customers * Follow up with customers to attain required account information * Initiate collection activity on past due accounts and process disconnection and reconnection requests * Respond to emailed customer inquiries with factually and grammatically correct written communications * Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role * Track performance against targets * Be responsible for handling all call types related to gas and electric commodities as well as large commercial/industrial customer inquiries * Demonstrate the ability to communicate with customers in writing for both chat and email communication as well as telephone interactions. MINIMUM REQUIREMENTS: * Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred * Types at least 40 WPM * Must be Bilingual in English and Spanish * Previous sales experience preferred but not required * Experience in natural gas retail market preferred * Experience within the ERCOT retail electricity market strongly preferred * Experience in similar markets such as utilities, telecom, or cable preferred * High School diploma, GED, or equivalent math and English skills required * College degree or coursework a plus. * Outstanding phone etiquette and polished communication skills (written and verbal) * Ability to maintain a calm demeanor when dealing with agitated customers * Attentive to detail and committed to high quality customer service * Proficiency in Windows environment and MS Word and Excel applications * Comfortable in a fast paced environment where change is commonplace