Bilingual (Spanish/English) Customer Service Representative (WFH/Hybrid)

• General Requirements:
• High school graduate or G.E.D.
• Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
• Excellent oral and written communication skills
• Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously
• Ability to type at least 25 words per minute is preferred
• Experience in providing exceptional customer service and maintaining established quality requirements
• Must be able to pass a background check
• Must be fluent (speaking/reading/writing) in both Spanish and English

• Performance Requirements (**MUST READ**):
• Average Talk Time: Less than 4 minutes per call while resolving customer issues.
• Call Conversion Ratio: Require a 60%+ lead to call ratio.
• Disposition Calls Processed: Demand proof of handling 80+ calls per shift with accurate disposition coding and in a timely manner.
• Attendance: Require a 98%+ attendance record over 6+ months, with little to no unexcused absences.
• QA Score: Must consistently achieve 90%+ quality assurance scores on call evaluations monthly.
• Average Hold Time: Must have maintained average hold times of less than 60 seconds per call, this is a high call volume environment.
• Calls Handled per Hour: Demand experience processing 10+ calls per hour with accurate dispositions, note and escalations.
• Breaks/ Lunches: adherence to scheduled breaks and lunches: two 15 minutes breaks, one 30 minute lunch.
• Error-Free Documentation: Must demonstrate 99%+ accuracy in call processing and CRM updates. All notes will be reviewed.

Acquired by Financeit in 2017, Centah is a lead and workflow management company that allows some of North America’s largest home improvement businesses to distribute and manage leads, powering over $3 billion in annual sales. One of the driving forces behind Centah’s industry-leading platform is a full-service contact center in Fort Lauderdale, Florida, that specializes in inbound and outbound support for the home improvement industry. Centah’s Call & Contact Centers become the main point of contact for the customer, ensuring expectations are met and managed throughout the lifespan of the project.

We are looking for an enthusiastic and self-motivated Customer Service Representative to join our team. As a Customer Service Representative, you must be able to work in a fast paced environment, be flexible with an aptitude for learning, understanding, and conveying information. You will also be responsible for treating every customer with the utmost courtesy while maintaining a positive outlook on every call. Excellent communication skills are vital for this role, along with enjoying assisting customers in a friendly and respectful manner.

• →Answer incoming calls and respond to customer’s request
• →Ability to work in a fast paced environment.
• →Book appointments for members with a high degree of data accuracy
• →Maintain excellent written and verbal communication skills on a consistent basis
• →Identify and escalate issues to supervisors
• →Responsible for adapting to fast changing guidelines with customers
• →Informs clients by explaining procedures; answering questions; providing information
• →Maintains and improves quality results by adhering to standards and guidelines

If what you just read excites you, we’d like to hear from you! Please submit your application and we’ll contact you if you become selected for a phone interview.