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Customer Care Associates - Bilingual Spanish and English Only
Customer Care Associates - Bilingual Spanish and English OnlySparks Group • Irving, Texas, United States
Customer Care Associates - Bilingual Spanish and English Only

Customer Care Associates - Bilingual Spanish and English Only

Sparks Group • Irving, Texas, United States
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Job Summary / Company : Sparks Group has partnered with a global company that is seeking Customer Care Associates for a hybrid opportunity near Dallas, TX, You must live in a commutable distance as this opportunity reports onsite each week. If you are looking for a fulfilling career in customer care this could be the perfect opportunity for you! As a Customer Care Associate, you'll be the professional, welcoming voice of the company in a dynamic production setting. Your dedication to customer satisfaction will be paramount as you grow your skills. Please apply today!

Responsibilities :

  • Manage customer inquiries : Respond to approximately 22-25 daily calls regarding mortgage escrow and tax questions for clients.
  • Provide comprehensive solutions : Identify customer needs, research issues across up to 10 different systems, analyze data, and offer accurate solutions and guidance.
  • Document and escalate : Thoroughly document customer interactions and use internal tools for efficient escalation when needed.
  • Utilize diverse software : Master various contact center management systems like Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya / Verint, Genesys, Five9, or ZOOM International.
  • Exceed performance goals : consistently meet or surpass individual production metrics and quality KPIs, including client contractual service levels.
  • Maintain professionalism : Always act professionally and appropriately, strictly adhering to schedules and attendance guidelines.
  • Additional Tasks and duties as assigned.

Qualifications / Background Profile :

  • Required : High school diploma, GED, or equivalent.
  • Proven experience : At least 2+ years in a customer service or support role.
  • Tech-savvy : Proficient with Microsoft Office (especially Teams) or Google Suite, and experienced with client management systems.
  • Adaptable and precise : Thrives in fast-paced, high-volume environments, maintaining exceptional attention to detail.
  • Performance-driven : Consistently meets or exceeds KPIs, adheres to schedules, and delivers on deadlines.
  • Tax / banking / mortgage / real estate industry servicing experience preferred
  • Contact Center experience strongly preferred
  • Must be able to pass an extensive background screening, including criminal, education verification, employment verification, and a drug screen.
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