HYBRID- Bilingual Customer Escalations Representative at TEKsystems

• The intake team intakes the escalated complaint and directs it to the appropriate research group.
• Needs to be highly comfortable and experienced with dealing with people on the phone and have great communication skills.
• Great attention to detail and organizational skills.
• Needs to accurately capture information over the phone and be empathetic.
• Needs to be an active listener
• Able to navigate computer systems.
• Taking on average 7-12 calls per day.
• Support Escalations; proactively seek ways to improve processes.
• Perform moderately complex transactional or customer support tasks.
• Receive direction from supervisor and escalate non-routine questions.
• Interact with client personnel on a range of information.
• Needs to be able to succeed in a fast paced environment.
• Needs to be able to flex between handling a phone case and a written case.
• Needs to understand how to work in an office environment.
• Strong work ethic, need to be punctual and dependable.

Schedule:

• First 30 days are 100% on-site and then will switch into hybrid schedule (1 week on-site/1 week remote)

Required Qualifications:

• 2+ years of Customer Service, Financial Services, Underwriting, or Quality Assurance support experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.
• Complaint handling
• Bilingual- fluent in Spanish
• Comfortable with Microsoft Programs and navigating different systems

Additional Information:

• 12 month contract

Benefits:

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: 

• Medical, dental & vision 
• Critical Illness, Accident, and Hospital 
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available 
• Life Insurance (Voluntary Life & AD&D for the employee and dependents) 
• Short and long-term disability 
• Health Spending Account (HSA) 
• Transportation benefits 
• Employee Assistance Program 
• Time Off/Leave (PTO, Vacation or Sick Leave) 

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About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.