Bilingual Customer Care Specialist -

Job Description
Position Summary
Assists Clients and Customers, via telephone, e-mail or chat, with orders, inquiries, requests, problem resolution, and comments/feedback regarding products/services. Consults with Clients and Customers to identify additional needs related to the products or services. Recommends appropriate products, services, or solutions. Works on assigned client programs. Performs duties in a courteous, efficient, and professional manner. Meets company and client goals for levels of performance.
Key Duties / Responsibilities
Ability to engage and effectively communicate with Spanish or English speaking clients and customers
Responsibilities for inbound or outbound call segment applies based on individual assignment.
Successfully completes initial new Specialist training program and participates and completes all required learning and ongoing training
Entering &
processing orders
Processing cancel/change requests
Requesting reprints/credits
Ensuring security and privacy of customer's information
Providing education and support regarding products and services
Probing to identify needs
Acts/offers appropriate products, services, and solutions to meet customer needs
Utilizes available resources appropriately to accurately enter data and service the customers
Ensures appropriate follow-through steps are completed for each call
Maintains complete and accurate records of all call activity as required
Makes outbound calls to achieve the goals of assigned call segment
Provides a basic level of customer support, but escalates more advanced problems to their Supervisor
Maintains a professional appearance and a quality work environment that adheres to all safety and security policies
Limited eligibility in off phone activities performing special assignments / team roles on a rotating basis or as required based on Supervisor's discretion
Works within a team environment supporting both team objectives and overall Center objectives
Monitoring of individual performance tracking data and provides input for Individual Development Plans
Communication &
Contacts Required
Clients and customers
Education &
Knowledge Required
HS Diploma/GED required
Spanish and English language skills - highly proficient
Experience / Skills / Abilities Required
Minimum 0-2 years
Previous customer service, banking or retail experience helpful
Closing sales and/or generating qualified leads preferred
Multitask ability
Detail oriented
Good communication and interpersonal skills
Basic computer skills
Ability to learn required information and ongoing training
Vericast, to include its affiliated and subsidiary companies (Harland Clarke, Valassis, NCP Solutions, NCH Marketing Services,Clipper Magazine), is an equal opportunity employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting(url removed).