Job: Bilingual Call Center Rep

Your single source for global audio, web and video conferencing

ACT Conferencing delivers customized, high-touch audio, web and video conferencing services to organizations worldwide. Our technology is first rate, and our people earn rave reviews that secure our ranking as the "gold standard" of conferencing and online collaboration.

As one of the fastest-growing international companies in the communications industry, ACT has created opportunities for talented, quality-oriented individuals to become a part of our team. We offer competitive salaries, great benefits and incredible growth opportunities.

We are currently seeking a Bilingual Call Center Representative to join our outstanding team!

GENERAL PURPOSE: To ensure that all conference calls are of the highest quality possible while maintaining error-free status and providing superior customer service to every client.


ESSENTIAL DUTIES/RESPONSIBILITIES:

Provide superior customer service to all clients at all times

Maintain a professional relationship with clients, co-workers, management, all other ACT employees, consultants, and vendors

Be aware of and conform to all Operational and Company-wide policies and procedures

First Wave, answer on multi-connections during peak times

Answer an incoming bell in 30 seconds or less

Memorize all applicable answer scripts and protocols

Monitor all calls for quality unless specified

Write follow-up reports for all errors

Assist the department in maintaining an error rate of less than .2%

Ability to adapt to outer departmental procedures and policies when assisting during peak times

Ability to monitor several bridge connections at one time, multi-point status


OTHER DUTIES/RESPONSIBILITIES:

Participate in all meetings as needed

Maintain a positive attitude at all times

Take on extra responsibilities when asked

Communicate with management on an ongoing basis

Assist the Company profitability by limiting overtime and referring applicants to open positions

BILINGUAL IS REQUIRED. ALL APPLICANTS MUST BE FLUENT IN ENGLISH AND SPANISH.

SUPERVISORY DUTIES: None

JOB QUALIFICATIONS: High School diploma or equivalent

KNOWLEDGE, SKILL AND ABILITY: Basic computer skills; typing 25 words per minute; basic customer service skills; professional phone voice

EXPERIENCE: Previous customer service experience helpful


NOTE: Employees are held accountable for all duties of this position. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.