Bilingual Spanish/English Customer Service Representative - ON-SITE

Job Type: Full Time ON-SITE, Winnipeg

Hours: Vary

Salary: $19.50 CAD

About AnswerNet

AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm, to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.

Job Summary:

Join our team, and together we can help people help others! Our talented team represents various Non-Profit organizations and works hard to make a difference in our world. Whether we are raising funds for a child’s operation, supporting abandoned animals, funding research to find a cure, making sure someone can find a warm place to go, or feeding the hungry, making a difference is at the heart of everything we do. The Inbound Customer Service Representative is responsible for the delivery of superior customer service by processing inbound calls effectively and efficiently, meeting the donor’s and client’s expectations as well as achieving profitable results for AnswerNet clients through multichannel services. In addition, this role will focus on acquiring new donors and retaining the existing ones with the goal of raising funds for our clients. If you are friendly, motivated, and have the passion to make a difference, this is the job for you!

Job Duties / Responsibilities / Essential Functions:

Must be able to read, write, and speak Spanish & English clearly, without hesitation or pauses.

• Provide an excellent Customer Experience across all channels, adhering to all designated quality standards on each call.

• Demonstrates professionalism and great customer service etiquette, using empathy and understanding, and possessing the ability to maintain a free-flowing conversation to ensure an excellent donor experience

• Utilizes applications effectively to process customer transactions accurately

• Maintains a working knowledge of client products, services, and promotions

• Ensures compliance with all client and company policies and procedures and written standards of performance

• Demonstrates a strong desire to meet goals and raise funds for long-term organizational sustainability

• Completes offline donor administrative work such as responding to emails, updating addresses, or researching information

• Reports on donor trends and itemizes activity drivers, complaints, and accomplishments as requested

• Educating the customer on ways they can support their cause

Required Knowledge /Skills / Abilities / Qualifications:

• Education equivalent to a High School diploma/GED or the equivalent in related work experience.

• Exceptional telephone etiquette is required, as well as the ability to maintain complete confidentiality of any and all information gained while performing this role.

• 1 year of customer service experience

• Demonstrates excellent customer service skills and the ability to remain calm in stressful situations

• Excellent computer and administrative skills (Type 35 WPM )

• Demonstrates excellent phone skills, chat, and email with effective active listening, comprehension, and conversation skills

• Demonstrates effective verbal and written communication skills

• Demonstrates the ability to establish a great working relationship both internally and externally in a team environment

• Demonstrates the ability to maintain complete confidentiality of all information gained while performing this role

WAH Requirements:

PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
Hard-wired high-speed internet connection (Ethernet cable)
USB-connected Headset
Webcam
A quiet, dedicated place to work free from distractions, including pets and children.

Education

Preferred

• High School or better

Behaviors

Preferred

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well