DEFENDERS Security Bilingual Customer Care Specialist in Indianapolis, Indiana
Mission of Security Bilingual Customer Care Agen t: This role is responsible for handling bilingual customer concerns and questions while adhering to department efficiency and quality performance standards.
*Shift= Monday-Friday either 11:30-8p or 10am-6:30pm
Responds to customer questions via telephone and written correspondence regarding basic information, billing, and/or contract questions, as well as other information the customer may need.
Analyzes problems and provides information/solutions.
Establishes and develops strong and effective relationships with Customers by providing consistently high levels of service; responds in a timely and thorough manner to exceed customer expectations.
Exercises discretion and judgment in determining and implementing appropriate actions to resolve complex customer issues and achieve first contact resolution.
Researches and analyzes data to address operational challenges and customer service issues.
Uses computerized systems for tracking, information gathering and troubleshooting.
Clarifies Customer requirements by asking, probing, and confirming understanding of requirements or problems.
Required to meet department goals and expectations.
Solving challenging problems for customers that impact their needs
Fully proficient in all key areas; performs many complex functions required by the Customer Care position.
Background and Minimum Years Experience :
Education: High School Diploma or equivalent
Proficient in both English and Spanish
Computer literate with the ability to learn DEFENDERS software applications and supporting systems.
Minimum1 year of call center experience or customer facing experience preferred
Must complete and pass a pre-employment drug/background check.
If found to be qualified for the next step of our process, you may receive an email and/or text message from our DEFENDERS Talent Attraction team.
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Job ID 2018-3452
City HEADQUARTERS- CEC
Category Customer Service/Support