Key Facts

Remote From:

Full time

Mid-level (2-5 years)

Portuguese, English

Hard Skills

Customer Relationship Management Call Center Experience Information Privacy Customer Requirements Analysis Service Level Management Knowledge Base Electronic Data Capture (EDC) Call Center Experience Help Desk Support Customer Experience Improvement Online Communication Continuous Improvement Process

Other Skills

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Client Confidentiality
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Quality Assurance
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Mentorship
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Computer Literacy
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Problem Solving
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Non-Verbal Communication
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Time Management
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Patience
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Trustworthiness
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Personal Integrity
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Organizational Skills
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Punctuality
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Empathy

Roles & Responsibilities

2+ years of contact center experience preferred
High school diploma or equivalent required
Excellent written and oral communication skills in English and Portuguese
Computer proficiency with the ability to navigate between multiple screens/programs while talking with the customer

Requirements:

Coordinate claims electronically and via telephone in English and Portuguese
Handle eligibility inquiries in English and Portuguese across all lines of business
Meet established call center SLA and quality goals; ensure first call resolution through problem solving and effective call/email/chat handling
Document all customer information and communications in the CRM system; maintain a working knowledge of the Knowledge Base; provide mentoring and training to other CSRs as needed

Job description

JOB TITLE: Customer Service Representative II Phones Bilingual (Portuguese/English) ($18.50/hr + $1/pay for performance Remote)

DEPARTMENT: Operations

REPORTS TO: Supervisor

FLSA STATUS: Non-Exempt

OUR GUIDING PRINCIPLES:

Make every interaction Count

Act with Respect and Integrity

Demonstrate Passion for Continuous Improvement

Be Worth of Trust from all Stakeholders

OVERVIEW: 
The Customer Service Representative II (Phones, Bilingual Portuguese/English) provides superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills.  This is a work from home position.

ESSENTIAL FUNCTIONS:
Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
Coordinates claims electronically and via telephone both in English and Portuguese.
Handles eligibility inquiries both in English and Portuguese and all lines of business.
Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality.
Ensures first call resolution through problem solving and effective call/email/chat handling.
Meets demands for privacy, confidentiality, precision.
Documents all customer information, communications in Customer Relationship Management (CRM) system.
Maintains a working knowledge of our clients’ requirements using a Knowledge Base.
Provides mentoring, training, and development to other CSRs as needed.

SUPERVISORY RESPONSIBILITIY:
This position has no supervisor responsibility.

EXPECTED WORKDAY/HOURS: 
This position requires full, flexible availability, although will generally be M-F 8-5.

QUALIFICATIONS:
• 2+ years of college preferred.
• 2+ years of contact center experience preferred.
• High school diploma or equivalent required. 
• 18 years of age or older
• Time management skills and the ability to work independently are essential for this role.
• Excellent organizational, written and oral communication skills both in English and Portuguese.
• Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Must have experience with maneuvering electronic data between various environments.
• College degree preferred.

OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY:
SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER