Bilingual Account Representative
Love's Travel Stops & Country Stores
- Memphis, TN
- $19.00-20.00 per hour
- Permanent
- Full-time
- $19-20/hour
- Annual bonus eligibility, Paid Time Off (PTO includes vacation time, personal, and sick), 401(k) matching, medical/dental/vision/life insurance
- Serve as the main point of contact for clients, answering and addressing incoming calls and emails from clients promptly and professionally and effectively resolving or escalating any issues.
- Resolve client issues and requests by clarifying the client's request; determining the cause of the issue, selecting and explaining the best solution to solve the issue; expediting correction or adjustment; and following up to ensure resolution.
- Develop a keen understanding of our company's processes, procedures, and policies in order to properly access clients' needs, requests, and issues; use mirroring techniques to determine true need and identify proper problem resolution.
- Work closely with the Sales, Processing, Credit, and other internal teams to ensure we resolve any client issues timely and maintain the best possible relationship with our clients by meeting and exceeding clients' service expectations.
- Provide a high level of service to and communicate effectively with internal departments and management to ensure clear expectations regarding company processes and procedures.
- Develop positive client relationships by building client confidence and loyalty through client services centered on courtesy, friendliness, and responsiveness.
- Conduct new client training to ensure proper training on the client portal and company products, services, and policies.
- Provide timely feedback to the company regarding service failures and customer concerns.
- Access opportunities for process improvement and obtain feedback from clients to assist in the process of continually improving the client experience and service levels; contribute to the resolution of future issues by sharing feedback and making recommendations to management accordingly.
- Adhere to the company's policies and procedures.
- Perform other duties and special projects as assigned and directed.
- Other duties assigned as needed.
- Education:
- HS Diploma or equivalent required.
- Bachelor's degree in business or a related field preferred.
- Experience:
- 2 or more years of experience in client management, factoring services, account management, or a related field is preferred.
- Skills:
- Must be bilingual in English and Spanish.
- Basic business software skills required, preferably with IBM Notes and Microsoft Office tools; ability to learn the organization's database, and other software as needed.
- Must be highly skilled at problem solving and dispute resolution.
- Knowledge of Microsoft Office (Excel, Word, etc.).
- Excellent phone skills.
- Must be detail-oriented, resourceful, and possess excellent time-management skills with ability to multi-task on numerous projects in a fast-paced environment.
- Ability to maintain client focus and work with the team to solve communication problems in situations when goals are clear as well as when they are ambiguous.
- Proven interpersonal skills that build effective relationships with team members in a manner that fosters an environment of integrity and trust.
- Must be able to handle sensitive and confidential situations and have the ability to interface with people at varying levels of seniority both internally and externally.
- Ability to communicate clearly through verbal, written, and face-to-face methods.
- Ability to work well independently and in a team environment.
- Typical Physical Demands:
- Requires prolonged sitting, some bending and stooping.
- Occasional lifting up to 25 pounds.
- Manual dexterity sufficient to operate a computer keyboard and calculator.
- Requires normal range of hearing and vision.
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