Contact Center Specialist- Bilingual English/Spanish - Military Veterans

SUMMARY

Contact Center Specialists fluent in English and Spanish work directly with clients, partners, agencies and administration through various communication channels; phone, email, chat or written correspondence. The candidates should provide excellent customer service, maintain a clean, safe, noise -free workspace and have a high speed internet connection. CDS Global will supply the computer equipment and paid training. This position requires residing in Iowa, within 60 miles of a CDS Global location in Boone, Des Moines, Harlan, Tipton or Wilton.

ESSENTIAL FUNCTIONS

• Maintains confidentiality of CDS Global and its client's proprietary information.
• Receives incoming inquiries and enters various transactions (changes, additions, deletes) on the current Order Management systems from all Customer Service Channels such as; Phone, Email, Chat, Mail, Social Media.
• Works with minimal supervision while performing expectations.
• Handles escalation calls, highly complex situations, sensitive accounts/clients, and/or difficult inquiries regularly.
• Performs transactions that require considerable training and experience.
• Handles refund inquiries.
• Treats colleagues with respect; communicates with honesty and transparency, candor and directness.
• Works in a cooperative and professional manner, with all levels of employees, vendors and/or clients in a team-oriented environment.
• Reacts professionally to changes while remaining productive.
• Organize tasks and resources to complete work and meet deadlines according to established departmental procedures.
• Adheres to CDS Global policies and procedures.
• May lift and move mail trays/bins and boxes.
• Handles accounts requiring follow-up and/or call backs regularly.
• Forwards appropriate information to management.
• Assumes additional responsibilities as required.
  

EDUCATION AND/OR CERTIFICATION, SKILLS AND LICENSING

• High School or equivalent preferred.
• One or more years of call center/relevant experience. Successful experience to maintain performance expectations consistently.\"
• Minimum Typing Requirements 20-25 WPM.
• Advanced verbal and written English and Spanish (preferred) communication skills (able to navigate difficult conversations; clearly articulate complex topics).
• Simple math skills.
• Advanced PC knowledge and skills (MS Office skills, multiple Order Management Systems, troubleshoot other users' problems).
• Advanced decision-making and problem solving skills (able to utilize multiple resources for assistance/decisions with the essential functions of the job - internal/external contacts, e.g., all management levels, clients, other Customer Service Representatives, and other departments.
• Advanced accuracy and quality of work (Minimal errors; proven ability to produce exceptional work in order to assist team members).

Training

• September 9 - September 27 Monday - Friday (time of day to be determined)

Work Schedule Options

• Monday - Friday 7am-3pm
• Monday - Friday 8am-4pm
• Monday - Friday 9am-5pm
• Monday - Friday 10am-6pm
• Monday - Friday Noon-8pm

Salary

• ** Signing Bonus $250 **
• Base wage = $16.05-$17.05 hour

Shift Differential:

• 2nd Shift = $.75 for each paid hour if 50% or more of scheduled hours occur between 4pm-12am on a routine and reoccurring basis.
• Weekend Shift = $3.75/hour for hours worked between 3am Saturday to 11pm Sunday.

Position Type

• Full Time or Part Time
  
  The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be a complete list of all responsibilities, duties and skills required of personnel assigned to this job.

WHAT YOU CAN EXPECT WHEN YOU JOIN CDS GLOBAL:

• Full time benefit eligible employees reimbursement up to $1,000 per month for qualified expenses relating to Child and Dependent Care
• Our competitive benefit packages include two options for our Medical Health Plans: High Deductible and Traditional. We also offer comprehensive Dental and Vision plans.
• In addition, we offer generous PTO, Holiday Pay, Basic/Voluntary Life and Accidental Death and Dismemberment insurance, Short & Long Term Disability, Wellness and Tuition Reimbursement Programs.
• Our 401(k)-retirement saving plan allows you to start contributing immediately to your retirement account.
• CDS Global will provide eligible employees with paid parental leave for new parents.
  

Diverse teams achieve better results by leveraging a broad set of ideas and perspectives. Our ability to harness the ideas, experiences, and talents of CDS Global's diverse and global workforce is integral to our continued success. We are committed to increasing diversity and strengthening our inclusive culture where all members of the CDS Global community can thrive.

Post-offer, Pre-employment background check(s) conducted on qualified candidates.

EOE, including disability/veterans

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