About the Role
Title: Bilingual (Spanish)- Business Support Inbound Call Center Agent (Remote)
Location: Nashville, TN, US, 37211
Department: Corporate + Field Support
Job Description:
Job Description
Bilingual-Spanish Business Support Inbound Call Center Agent – Full-Time – Remote Position
Are you an experienced customer service professional with a background in call center operations? We are delighted to present an exciting opportunity that might be of interest to you. This role offers the opportunity of working remotely and is open to qualified candidates nationwide. The operational hours for our various departments are as follows:
Business Support: 7:00 A.M – 8:00 P.M CST
Payment Services: 7:00 A.M – 6:15 P.M CST
Facilities: 24-7-365
Please note that the schedule is subject to change in accordance with business needs. Successful candidates will be required to attend a one-week training session remotely, from Monday to Friday, between 8:00 AM and 5:00 PM CST.
This role entails handling incoming customer inquiries and ensuring their concerns are resolved in a timely and accurate manner. The specific call type you will handle depends on the line of business you are assigned to. Our call types include:
Business Support: Customer inquiries, order fulfillment, online e-commerce
Payment Services: Payroll inquiries, expense and invoice processing, vendor onboarding
Facilities: Facilities dispatching, hotel reservations, vendor invoice processing
Your exceptional communication skills, empathy, and problem-solving abilities will play a crucial role in creating positive customer experiences and maintaining our high service standards.
Job Responsibilities
- Manage a high volume of inbound phone calls and email contacts, assisting customers with new orders and addressing inquiries regarding existing orders.
- Develop and maintain a comprehensive understanding of our multiple systems, policies, and procedures.
- Utilize a “First Call Resolution” strategy to troubleshoot order issues, employing sound judgment to effectively research and resolve them using win-win solutions.
- Employ basic sales techniques to provide customers with the necessary knowledge and support to identify the most suitable product for their needs.
- Navigate multiple systems and websites seamlessly, educating customers on how to leverage online tools when appropriate.
- Meet weekly, monthly, and yearly Key Performance Indicators (KPIs) for quality, customer satisfaction, and overall productivity levels.
At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.
Qualifications
- A minimum of 1 year of customer service experience in a call center environment is required.
- Strong customer service skills with a genuine passion for delivering quality service and enhancing the customer experience.
- Excellent problem-solving, complaint resolution, and negotiation skills.
- Effective oral and written communication skills, demonstrating a professional and polished demeanor with a positive, upbeat, and friendly personality.
- Ability to remain calm and positive when dealing with challenging or escalated callers.
- Self-motivated and results-oriented, setting and striving to achieve goals.
- Quick learner who can adapt to a fast-paced, high-performance culture.
- Dependable, exhibiting exceptional attendance and adherence to schedules.
- Proficient computer skills in Windows, Excel, and Outlook.
- Reliable home internet access or the willingness and ability to obtain it is required.
- Bilingual proficiency in Spanish is required.