Customer Care Representative Bilingual Preferred On-Site

The role

The Customer Care Representative services internal and external customers by providing information about financial products and services. This role focuses on handling customer concerns and enhancing the customer experience in a fast-paced environment.

What you will do

• Address escalated customer inquiries in a timely manner.
• Determine the cause of customer concerns and explain the best solution.
• Expedite correction or adjustment and follow-up to ensure resolution.
• Maintain accurate and updated records of customer interactions and transactions.
• Educate customers by answering product and service questions.
• Handle all interactions in accordance with PLS policies, procedures, federal guidelines and applicable laws.
• Maintain a comprehensive knowledge of PLS products and services.
• Maintain a polite and professional telephone manner.
• Meet Quality Assurance requirements and other key performance metrics.
• Other duties as assigned by management.

Required qualifications

• Minimum of one or more years of customer service experience
• High school diploma or equivalent
• Customer service-oriented with the ability to handle difficult situations
• Excellent customer service and organizational skills
• Experience working in a fast-paced environment
• Ability to manage multiple competing tasks
• Ability to complete all work accurately and in a timely manner
• Strong skills to analyze, prioritize, and/or establish a resolution for customer inquiries
• Computer literacy in Microsoft Windows operating system and Microsoft Office
• Ability to work flexible hours, including evenings and holidays
• Ability to complete efficient data entry
• Ability to establish and maintain effective working relationships with peers, customers, and management

Nice to have

• Previous Contact Center experience
• The ability to communicate clearly and effectively in Spanish

Benefits

• medical/dental/vision
• 401k
• vacation
• opportunities for advancement
• on-going training available

About the company

PLS is a leading retail provider of financial services. The PLS Group is comprised of over 200 financial service centers in 12 states.