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.