Bilingual Spanish/English Customer Service… at AnswerNet · Winnipeg

Bilingual Spanish/English Customer Service Representative - HYBRID

Job Type: Full Time HYBRID, 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:

Making a difference is at the heart of everything we do. Whether we are raising funds for a child’s operation, supporting abandoned animals, making sure someone can find a warm place to go, or feeding the hungry; Our Customer Service Agents are responsible for delivering great customer service by managing inbound calls effectively and efficiently. A significant portion of our client base consists of religious organizations/charities. Agents are required to handle calls regarding [donations/doctrine/services] for these specific groups

AnswerNet Offers Great Benefits: • Ongoing training and development to ensure your success • Virtual paid training • Paid time off • Comprehensive benefits package (medical, vision, and dental) • Employee Assistance Program • RRSP program options • Short and Long-Term Disability options • Internal career advancement opportunities

Your Qualifications: Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Customer Service Agent (Hybrid) role include: • The ability to speak/write fluently in Spanish and English • A high school diploma or GED • Proficiency in fast-paced multitasking • Eagerness to learn new technologies • Submit to and pass a criminal background check • Strong computer navigation skills and PC knowledge • Minimum typing speed of 25wpm • A quiet, distraction-free environment to work from in your home • PC/Laptop with at least Windows 11 (Apple/Mac products, Chromebooks, and tablets are not compatible), 16 GB RAM, Intel Core i5 processor or higher, 250 GB SSD • High Speed internet with Ethernet cable (no wireless/hotspots or satellite) Upload 100 mbsp and 30 mbsp Downloads speeds • 2 monitors • Noise-cancelling USB-connected headset • Webcam • Smartphone Key Responsibilities:

• Answer inbound customer calls in a professional and courteous manner. • Provide timely and accurate information regarding products and services • Educating donors on ways they can support their cause. • Continually maintain working knowledge of our clients’ products, services and promotions • Meet daily performance metrics and call handling targets. • Demonstrating a strong desire to meet goals and raising funds for a long-term organization's sustainability. • Manage and respond to customer inquiries across various digital channels, including email and chatrooms. • Document all customer interactions and feedback accurately within the required systems. • Adhere to company procedures and effectively escalate complex issues when necessary. • Take ownership of the customer engagement to ensure all service requirements are met. • Utilize technology efficiently to accurately process donor transactions and manage customer information. • Maintain a high level of comfort and proficiency in a fully digital work environment, quickly and accurately navigating multiple software platforms and websites concurrently. (No deep technical expertise is required, but comfort with digital tools is a must.) • Demonstrate strong interpersonal skills, including free-flowing conversation and excellent phone etiquette, to deliver a stellar donor experience. • Exhibit empathy and understanding when engaging with our valued customers.