Description: PDS Tech, Inc. is seeking a 2nd Shift Customer Service Call Center Representative (Spanish Speaking) for an open position in Farmington, CT
24/7/365 Call Center Customer Service Representative - 2nd shift bilingual (CSR) duties are to receive, document, and process telephone calls from customers, mechanics, ADA phones, elevators with REM and Otis local offices using an ACD phone system and mainframe data terminal.
Also ensuring the timely dispatching of service mechanics and may be required to escalate requests to Otis field management.
Customer Service Representatives are required to work on other tasks as necessary such as, loading duty rosters, ADA phones programming and ACE (quality management system).
Must demonstrate strong familiarity with computers and basic application familiarity.
Excellent customer services skills, including professional phone etiquette and the ability to handle difficult customer and trapped passengers.
Excellent communication skills, including speaking, listening and writing as well as attention to detail and the ability to follow standard processes and procedures is a requirement.
Ability to attain and maintain department performance metrics (such as number of calls per hour, log-in / out times, quality monitoring).
Metrics and acceptable performance standards are established by management which reserves the right to modify them at any time.
Must be able to adhere to assigned work schedules, including but not limited to assigned shift, hours and days off.
Must be able to work weekends and holidays.
Regular attendance including the ability to start assigned shift on-time is mandatory.
Must posses the ability to type at least 25 wpm with accuracy.
CSR's must be able to work well in a call center and team environment and understand shift work and its requirements including willingness to handle evening shifts, weekends and holidays.
Position requires candidate to work flexible schedule.
Hours are 3:30pm - 11:30pm and candidate must be able to speak Spanish fluently.