Bilingual Customer Service Specialist
$44,720,000–$47,840,000 year
On-siteCleveland, Ohio, United States
Job Summary
Manage large volumes of inbound and outbound calls and respond to voicemails and emails in both English and Spanish. Identify client needs, research issues, and provide solutions or alternatives while resolving inquiries professionally. Accurately document all interactions in the Salesforce database and translate written documents between English and Spanish. Provide interpretation support for Spanish-speaking families during intake meetings and assist with training seasonal specialists. Submit reports and paperwork as directed and participate in staff meetings. Work across departments to aid in issue resolution and assist with program priorities.
Required Qualifications
- High School Diploma or equivalent
- At least 2 years of experience in a high-volume customer service environment
- Must pass a background BCI/FBI check
- Bilingual. Must be fluent in English and Spanish, both verbally and in written communication
- Experience with databases, spreadsheets, and word processing
- Belief and commitment to Y.O.U.'s mission, vision, and values
- Proven ability to handle crisis situations with diplomacy and maintain emotional control under stress
- Strong verbal and written communication skills with excellent interpersonal skills
- Proficient in Microsoft Office Suite programs, Outlook email, Google drive applications, and spreadsheets
- Active listening skills, analysis skills, and stress management skills
- Highly detail-oriented and data-efficient
- Comfortable using technology and adapting to new technology
- Ability to work independently and with teams with minimal supervision
- Ability to juggle multiple tasks and initiatives at once
- Enthusiastic, adaptable, patient, and diplomatic
- Positive and solution-oriented attitude
- Proven organizational skills
- Social interaction with clients and team members is required frequently
- Active listening skills
- Analysis skills
- Stress management skills
- Detail-oriented
- Data-efficient
- Technology comfort
- Adaptability to new technology
- Independent work ability
- Teamwork ability
- Multi-tasking ability
- Enthusiasm
- Adaptability
- Patience
- Diplomacy
- Positive attitude
- Solution-oriented attitude
- Organizational skills
- Social interaction with clients
- Social interaction with team members
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