Vendor Service Rep - Spanish Bilingual Representative

Overview

The Vendor Service Representative interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

Responsibilities

Responsibilities

• Primarily focus on inbound phone interactions with customers

• Position operates during an assigned shift between 7:30am and 7:00pm.

• Document customer interactions through case creation in Salesforce (PMC specific)

• Document product knowledge and solutions using our knowledge management system

• Receive, index, and process electronic documents to obtain approved status

• Ensure compliance standards set by the client are met

• Act as a liaison to the client, agent, and vendor

• Process payments

• Manage situations that require real-time solutions and set clear expectations of resolution plans

• Establish relationships and trust with customers during their interactions

• Maintain a high first contact resolution rate for client issues

• Achieve or exceed minimum service levels and abandon rates

• Perform additional duties as required

• Success is measured on Quality Assurance Score & Abandonment Rate

Qualifications

Required Knowledge/Skills:

• Strong English speaking and business writing skills
• Strong interpersonal communication skills
• Active listening and emotional intelligence
• Fluency in Spanish is a plus
• Property & Casual license is a plus
• Desire to provide exceptional customer service
• Microsoft Office Suite knowledge
• Highly energetic and self-motivated