Customer Service Specialist (Contract)

Position: Customer Service Specialist (Contract) 

Mode: Temporary through June, potential for extension 

Location: Onsite in San Juan Puerto Rico office

About the Role

As a Customer Service Call Center Agent, you will be required to offer orientation to our customers, about our tests, programs and services. You will receive complete training and ongoing support/feedback to ensure that you are able to remain relaxed and confident on your calls and that you are equipped to provide the best in orientation services.

 Responsibilities of the role 

• As a Customer Service Call Center Agent, you will receive incoming calls to offer orientation based on the customer requirements. 
• Your specific duties as a Customer Service Call Center Agent will include:
• Handle incoming calls and e-mails based on a pre-approved scripts/guide
• Handling and overcoming customer objections
• Document customer orientation needs into designated database
• Participating in bi-weekly agents debriefing meetings and making suggestions for scripts/guide improvements
• Achieving performance and quality goals on a consistent basis (Call handling metrics)
• Determine and transfer escalated issues to the designated Call Center Primary contact

 Qualifications needed for the role 

• As a Customer Service Call Center Agent, you must be confident, assertive and convey a personal belief in our customers’ position. The role of Customer Service Call Center Agent will require patience, empathy and the ability to bring the call script to life. Call handling skills are required in order to handle and be able to overcome customer objections. You must also be team-oriented with a strong work ethic and a high degree of professionalism and personal integrity.
• Specific qualifications for the Customer Service Call Center Agent include:
• Excellent reading and communication skills in Spanish (verbal and written), English is preferred
• Strong interpersonal skills, including active listening and empathy
• Ability to accept constructive criticism/guidance and adapt accordingly
• Computer proficiency - keyboard, mouse, copy-and-paste, typing and navigating between multiple windows
• Solid organizational skills
• Good analytical and statistical skills
• Having a flexible schedule
• Minimal experience is required (we will train) but call-center or customer-service experience is preferred

 Hourly Pay Rate: $12

nextSource is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure, and life experiences or for any other reason.

nextSource is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at talent@nextSource.com.

What nextSource Provides:

• Healthcare Benefits including Medical, Prescription, Vision & Dental Coverage | United Healthcare
• Voluntary STD & LTD | New York Life
• 401(k) Retirement Planning | Fidelity
• Discount Program

*You are Eligible to participate in the benefits program if you are considered a full-time employee of nextSource, working at least 30 hours per week on a consistent basis. Your coverage will be effective on the 1st of the month following 60 days of employment.