Customer Service Representative

at  LanguageLine Solutions

Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.
Job Description
Position Title: Customer Service Representative
Reports To: Manager, Customer Service
Department: Customer Service (Operations)
Work Location: Costa Rica (Remote)
Classification: Salary
Status: Full-Time
Position Summary
Under the general direction of the Manager, Customer Service, the Customer Service Representative will be responsible for supporting sales staff and customers, replying to inquiries and issue resolution.

Major Responsibilities, but not limited to

• Act as primary point of contact customer billing inquiries, providing all needed customer service support.
• Answer phone inquiries from customers and sales staff.
• Process web inquiries from customers and sales staff.
• Facilitates adjustments and credits, tracking dollar amounts that require approvals; accurate data entry into client database.
• Provide written billing explanations when needed.
• Excel reporting.
• Oracle Discover Reports.
• Tracking of billing inquiries that come on-line.
• Tracking of trends within the company to prevent recurrence of problems.
• Answer escalated calls from customer agents for billing or service issues.
• Knowledge of Titan/Olympus/Great Plains applications (will train.)
• Create reporting for customer base in accordance with Language Line proprietary policies.
• Support LLS’ Quality Management System (QMS) to continually improve the Division’s processes, procedures, and services and thereby increase efficiency, productivity, effectiveness, and customer satisfaction.

Qualifications

• Two years customer service experience.
• Demonstrated good customer service skills, work performance and attendance.
• Detail oriented and good organizational skills.
• Must be team oriented.
• Some college or technical training.
• Microsoft Office Suite.
• Effective use of Titan and all other available technology tools.
• Creative problem solving.
• Ability to work under pressure and maintain rapport with colleagues and clients.
• Ability to work flexible hours.

If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact the Corporate Recruiting Team at
CorporateRecruiting@languageline.com
.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.
Compliance with Disability Laws. It is the policy of LanguageLine that qualified individuals with disabilities not be discriminated against because of their disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. It is also our policy to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. We are prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship.
VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

• Act as primary point of contact customer billing inquiries, providing all needed customer service support.
• Answer phone inquiries from customers and sales staff.
• Process web inquiries from customers and sales staff.
• Facilitates adjustments and credits, tracking dollar amounts that require approvals; accurate data entry into client database.
• Provide written billing explanations when needed.
• Excel reporting.
• Oracle Discover Reports.
• Tracking of billing inquiries that come on-line.
• Tracking of trends within the company to prevent recurrence of problems.
• Answer escalated calls from customer agents for billing or service issues.
• Knowledge of Titan/Olympus/Great Plains applications (will train.)
• Create reporting for customer base in accordance with Language Line proprietary policies.
• Support LLS’ Quality Management System (QMS) to continually improve the Division’s processes, procedures, and services and thereby increase efficiency, productivity, effectiveness, and customer satisfaction