Spanish Bilingual - Call Center Customer And Technical Support

Headquartered in South Florida, Opticaltel is a video, broadband, and telecommunications company founded on the principles of exceptional customer service and delivering a strong internet product as a foundation for the future.

Opticaltel’s fiber networks allow us to offer residential services that include gigabit-speed internet, cloud-based IPTV video and digital telephone services. Additionally, multi-gigabit capabilities offer commercial customers fast and reliable service with an array of scalable solutions with next-generation cloud-powered features for any size business.

Job Summary:

Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services. Understanding and striving to meet or exceed Call Center metrics while providing excellent consistent customer service.

Duties/Responsibilities:

• Respond to customer inquiries
• Utilize company interface, tools and resources to assist in general billing and customer service inquiries
• Self-motivated and reliable including during high call volume days
• Make product or service recommendations and resolve complaints or technical concerns
• Clear understanding of the difference between customer service and the customer experience
• Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills including 50 to 80 words per minute minimum, Listening, Phone Skills including tone and language, Multi-Tasking
• Perform follow-up testing, and/or troubleshooting in order to assist customers with the most accurate and timely response to their Technical Support issue(s)
• Direct unsolved technical issues to appropriate departments and personnel
• First call resolution contributor
• Promote and maintain a high quality, professional service-oriented image among customers

Required Skills/Abilities:

• Flexibility to work shifts in a 24/7/365 environment, including weekends, nights, and Holidays
• Excellent interpersonal, time management, and organizational skills
• Ability to maintain professionalism and patience in highly stressful situations and adapt quickly to change
• Ability to effectively and professionally handle frequent changes, delays, or unexpected events
• Strong work ethic, teamwork, and desire to help the customer at all costs
• Excellent telephone skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner
• Basic knowledge of communications technology, including but not limited to, voice, internet, cable and security products
• Performs other duties as assigned.

Education and Experience:

• Minimum of 2 years of Call Center experience required
• Minimum of 2 years of Customer Service experience required
• Minimum of 1 year of Telecommunications experience is a plus

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift
• On call

Application Question(s):

• YOU MUST CURRENTLY LIVE IN TRI -COUNTRY AREA OR NAPLES FLORIDA (YES/NO)

Experience:

• Customer service: 2 years (Preferred)
• Call center: 2 years (Preferred)
• Telecommunication: 1 year (Preferred)

Language:

• Spanish (Required)

Location:

• Miami, FL (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: Remote