Customer Service Representative- Bilingual Spanish Maryland Resident at Aspira

<p><strong>Call&nbsp;Center&nbsp;Operations&nbsp;Team Overview&nbsp;</strong></p> <p>The Aspira Customer Service Center is a fast-paced, customer-focused environment that delivers 24/7/365 support to customers across the US and Canada. Our team helps customers with reservations, permits, purchases, and general inquiries while ensuring a smooth and positive experience at every touchpoint.&nbsp;</p> <p><strong>Position Purpose and Impact&nbsp;</strong></p> <p>As a Bilingual Spanish Maryland Resident, Customer Service Representative, you’ll be the voice of Aspira helping customers navigate their questions, complete reservations, and feel confident in their experience. This role plays a critical part in building customer trust, satisfaction, and long-term loyalty through exceptional service.&nbsp;</p> <ul> <li>Pay Rate:&nbsp;$15.00 per hour</li> <li>Part-Time: Up to 29 hours per week with opportunity for additional hours based on business needs&nbsp;</li> <li>Schedule:&nbsp;Schedule&nbsp;varies based on business needs with opportunities to pick up&nbsp;additional&nbsp;hours during peak times.&nbsp;</li> </ul> <p><strong>Responsibilities&nbsp;</strong></p> <ul> <li>Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues.&nbsp;</li> <li>Follow established processes to&nbsp;assist&nbsp;customers with reservations, ticketing, permits, and other services.&nbsp;</li> <li>Effectively transfer customers to the&nbsp;appropriate department&nbsp;when needed.&nbsp;</li> <li>Seek management support when necessary for complex issues or escalations.&nbsp;</li> <li>Document customer interactions accurately according to company standards.&nbsp;</li> <li>Update customer accounts and system information accurately.&nbsp;</li> <li>Meet individual KPIs and support department goals for customer service excellence.&nbsp;</li> <li>Adhere to company policies, procedures, and performance standards.&nbsp;</li> <li>Complete all required training and coaching within set&nbsp;timeframes.&nbsp;</li> <li>Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work.&nbsp;</li> <li>Contribute to a positive team environment by delivering best-in-class service and supporting department goals.&nbsp;</li> <li>Perform other duties as assigned to support the contact center.&nbsp;</li> <li>A flexible schedule is&nbsp;required, including evening or weekend hours&nbsp;</li> </ul> <p><strong>What we are looking for:&nbsp;&nbsp;</strong></p> <ul> <li>Strong customer service skills with a professional, calm demeanor.&nbsp;</li> <li>Ability to listen attentively,&nbsp;demonstrate&nbsp;empathy, and respond to customer needs.&nbsp;</li> <li>Builds rapport with customers through friendly and professional interactions.&nbsp;</li> <li>Proficient in following scripts and documenting customer interactions.&nbsp;</li> <li>Demonstrates ownership and accountability, ensuring customers receive exceptional service.&nbsp;</li> <li>Strong communication&nbsp;skills, both verbal and written, with excellent attention to detail.&nbsp;</li> </ul> <p><strong>Minimum Qualifications&nbsp;</strong></p> <ul> <li>1+ years of experience providing support in a customer service role.&nbsp;</li> <li>Proficiency&nbsp;in telecommunication tools and SMS&nbsp;</li> <li>Basic&nbsp;proficiency&nbsp;in Microsoft Office Suite.</li> <li>General internet skills and the ability to use various online tools.</li> <li>Bilingual Spanish Maryland Resident</li> </ul> <p><strong>Preferred Qualifications:&nbsp;</strong></p> <ul> <li>Familiarity with contact center software (e.g., Amazon Connect, Five9, Genesys, Verint, Calabrio).&nbsp;</li> </ul> <p><strong>General Physical Demands&nbsp;</strong></p> <p>The below physical demands are representative of those required to successfully perform the essential functions of this job.&nbsp;&nbsp;</p> <ul> <li>Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.&nbsp;</li> <li>Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.&nbsp;</li> <li>Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment.&nbsp;</li> <li>Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.&nbsp;</li> <li>Lifting and Carrying: Occasional lifting and&nbsp;carrying of&nbsp;office supplies and materials weighing up to 10 pounds.&nbsp;</li> </ul> <p>Sedentary Work and Body Position:&nbsp;The majority of&nbsp;work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are&nbsp;required. The ability to&nbsp;maintain&nbsp;the required body positions for extended periods, including sitting and using a&nbsp;computer&nbsp;is&nbsp;required.&nbsp;An&nbsp;ability to move within an office setting as well as departing and returning to a workstation punctually for assigned breaks periods is required.</p>