BILINGUAL SERVICE SPECIALIST
WEST PALM BEACH, FL
Seeking Bilingual Service Specialist for company in existence for more than 100 years. Our chosen candidate will be on the front line receiving incoming calls from consumers for various products, will document complaints from start to finish, reviewing files for suspicious ad reviews, trademark issues, etc.
Duties and Responsibilities:
Represent the organization with Professionalism and Strong Customer Service when interacting with businesses and consumers.
Accept transferred calls for assistance with complaints or other information
Process all new complaints within 2 days of receipt.
Process and close assigned complaints with accuracy and attention to detail.
Strive to achieve an overall average complaint closure time of 25 days
Fulfill receptionist responsibilities during their scheduled breaks and lunch on assigned days
Review files on businesses and report any potential suspicious, fraudulent accusations or status of business in complaints
Advise on any current scams that are being reported in complaints, businesses that have had a large increase of complaints or anything suspicious that the Investigations Dept. And VP of Communications should be alerted to.
Request contracts, supporting documentation, etc. From the consumer and business when needed for proper complaint assistance.
Review each assigned business record to identify information needed to issue an appropriate rating and information to the public.
Act as a specialist within assigned industries; proactively research rules and
regulations as well as licensing requirements for all industries within your
area of expertise and develop/maintain a handbook of guidelines.
Alert Senior Vice President of any ad review and BBB trademark violations per company policy
Call businesses prior to closing out a complaint unanswered to ensure receipt of complaint and notating.
Ability to follow step by step case processing
Skill in managing technical information
Skill in interpreting contracts, agreements, regulations
Strong Customer Services skills and attention to detail