Job Description
What is the position?
The Bilingual Tier 1 Service Desk Representative plays a significant role on a fully remote team supporting the English and Spanish inbound calls for NSHD. As a Tier 1 SDR, you will assist customers by answering questions, assisting them with filing a complaint or providing status updates to complaints for our customers.
What will I get to do?
As a Tier 1 Service Desk Representative, you will have the opportunity to showcase your exceptional customer service skills when speaking to customers via a cloud-based telephony solution to answer general questions around billing protections and assist with filing complaints. You will be trained over a one-week instructor-led virtual training course followed by a one-week job shadow. You will be expected to perform your duties in a dedicated secure area within your residence. A successful candidate will work in a coordinated team effort to appropriately identify the reason for their call, address all questions, and provide an accurate and efficient response. You should be customer-focused, polite, reliable, knowledgeable, and adaptable.
What qualifications do I need?
- High school diploma or GED.
- Customer Service experience – 2 or more years
- Must be a US Citizen or Authorized to work in the US (if not a citizen) and a resident of the US for at least 3 years within the last 5 years.
- Fluent in speaking, reading and writing in Spanish
What additional characteristics will help me thrive?
- Proficient in the use of MS Office including Word, Excel and Outlook
- Able to work in a fast-paced environment
- Comprehensive reading and interpretive skills
- Good written and oral communication skills
- Maintain professional telephone etiquette in a variety of situation
- Able to work in a deadline-driven environment
- Able to work overtime as required
- Leadership may assign additional duties within the scope of the project.
The available shifts are as followed
- Sunday – Thursday (Monday – Thursday 11:45AM – 8:15PM ET & Sunday 9:45AM – 6:15PM ET)
- Sunday – Thursday (Monday – Thursday 7:45AM – 4:15 PM ET & Sunday 9:45AM – 6:15PM ET)