Job: Bi-Lingual Customer Care Outbound Representative

General Purpose of the Position:
Responsible for proactive calling Pocket Communications customer base. Goal is to educate customers, update and maintain customer information, and help retain customer base by identification of problem areas within company. The Outbound Representative may work full time or part time - up to 40 hours per week, day, evening, weekend or holiday hours. Occasional overtime may be required.
Essential Duties and Responsibilities:
• Promote our company and staff in a positive manner at all times when dealing with team members and others within and outside our organization.
• Continually maintain working knowledge of company products, service and promotions.
• Meet quantity and quality goals as assigned to include daily outbound quotas as assigned.
• Adhere to scripts and cross sell or upsell as necessary.
• Demonstrate continued and consistent proficiency in skill sets utilized within a Call Center.
• Obtain, enter and verify customer information.
• Receive and process incoming calls and/or email as needed to ensure service levels are maintained.
• Answer customer inquiries / complaints concerning services, products, equipment and billing with highest degree of courtesy and professionalism.
• Make recommendations according to customers needs on features, equipment, accessories and rate plans.
• Support and backup sales and retail/ dealer operations i.e. activating accounts, taking customer payments, programming handsets, etc.
• Utilize computer-based and operations systems to initiate and complete service orders, process purchases /payments and update or enter customer information.

Skills and Experience Required:
• 1 year outbound telemarketing and customer service experience
• Bilingual in English and Spanish as required
• Professional telephone skills to include good listening skills and good oral communication skills
• Ability to define problems, collect data, establish facts and recommend solutions
• Working knowledge of basic computer operations
• High energy, self-motivated, detail-oriented with good organizational skills
• Ability to work under pressure
• Maintain a professional, courteous image
• Ability to work flexible schedules