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Bi-Lingual Contact Center Agent

Company: Advance America
Location: Spartanburg
Posted on: July 13, 2019

Job Description:

OverviewThis position reports to the Contact Center Supervisor and, is responsible for providing customer service, sales and support for the Advance America products in both English and Spanish. This position supports customers via phone to assist with inquiries and transactions while providing company information with:



  • Strong Verbal communication skills
  • Sales skills
  • Ability to learn and adjust quickly using multiple applications
  • Dynamic ability to multi-task


    ResponsibilitiesSupport:

    Contact Center supports the entire portfolio of the Advance America Business. The contact center agent will follow process and procedures in order to remain compliant while supporting other entities of the company. This includes:



    • Ability to listen and discern a customer's needs and identify a sales opportunity
    • Maintaining professional attitude and behavior while communicating with customer and co-workers
    • Ability to accurately type 35 words per minute and accurately input necessary data
    • Ability to work with multitude of computer applications/programs to assess correct information
    • Ability to work flexible hours during the week which include evenings up to 10:00pm and all day Saturday

      Influence and manage Verbal Communication:



      • Utilize effective approaches when handling special telephone tasks such as: transfers, payments, taking messages, call backs, holds, interruptions, and unintentional disconnects.
      • Apply appropriate communication skills to effectively listen and decipher customer needs/issues.
      • Ability to take care of the customers' needs while following company procedures.
      • Continuously building positive rapport with customers and ultimately ‘sell' the Advance America product.

        Drive Initiatives:



        • Capability to ethically incorporate daily the Contact Center goals and initiatives; daily, weekly, monthly.
        • Able to understand, adjust and embrace new company initiatives and adjust to the daily workload.

          Maintain Positive Interactions:



          • Capability to continuously acclimate well with a diversity of personalities and individuals.
          • Strong verbal communications, problem solving, time management and organizational skills.
          • Characteristics of being dependable and trustworthy.
          • Dynamic attitude to handle tasks as assigned.

            Accountability :

            Understand, adhere to and enforce all corporate policies including, but not limited to, Advance America's Creed, Code of Ethics and Information Security Policies.QualificationsEquivalent Education Level Required: A high school diploma or GED, preferred one year of contact center experience or related work experience.

            Experience Required: Prior in-bound call center experience and/or prior customer service/sales experience with heavy phone volume and data entry required and being bi-lingual in Spanish is required. Experience working in a sales/service focused position.

            Knowledge Required: Excellent written and verbal communications skills as in both English and Spanish as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to read, write, evaluate, and apply information. Ability to interact professionally and exhibit appropriate social skills. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. Ability to develop and maintain business relationships.

            Physical Requirements: Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; understand information; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers.

            Ability to work hours between 7:30am and 10:00pm Mon – Friday and 9-6 on Saturdays. Ability to work all holidays except Thanksgiving Day, Christmas Day and New Year's Day.

            Travel: No Travel

            Attire: Professional attire (as required by company standards).

            Other: Must be eligible to work in the USA and able to pass a background check.

            IND1

Keywords: Advance America, Spartanburg , Bi-Lingual Contact Center Agent, Sales , Spartanburg, South Carolina

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