Careers >> Bilingual Spanish and English Communication Assistant - Customer Service
Bilingual Spanish and English Communication Assistant - Customer Service
Title:Bilingual Spanish and English Communication Assistant - Customer Service
ID:1372 - GA
Location:Albany, GA
Application Deadline:N/A
Division:  Relay

Reports to:  Relay Supervisor

Position summary:  Relay TT and voice telephone calls.

Essential functions:

• Conveys messages of all types to text users from voice users and vice versa.
• Enters and reads type written text on a standard computer monitor and keyboard.
• Adheres to strict confidentiality rules and standards.
• Stresses quality in all work situations.
• Works a variety of shifts.
• Types accurately, keep pace with the voice party and uses proper Relay procedures.
• Adheres to and uses written procedural language.
• Relays calls in a conversational manner using voice inflection, speech patterns, tone of voice, and user intent.
• Relays correct phrasing by waiting for the text user to type complete sentences before voicing.
• Sees situations from the relay user point of view.
• Acts in a pleasant and patient manner at all times when dealing with relay users.
• Understands directions and information given by the relay user.
• Uses common sense approaches to handling situations.
• Gives concise and accurate information to the relay user.
• Understands all concepts, techniques and requirements of the job.
• Uses “down time” to review procedures and languages, and to construct tools to help understand and reference procedures and languages.
• Offers solutions and options when presenting problems or concerns to supervisors.
• Displays a willingness to make necessary adjustments as we change or add services to relay.
• Handles crisis and emotional upset in a professional manner.
• Resolves conflict directly, quickly and completely and discuss unpleasant issues with courtesy and tact.

Other responsibilities: 

• Arrives on time to all scheduled shifts.
• Works well without constant supervision.
• Volunteers for extra hours when needed.
• Actively participates in training events including: CA meetings and seminars offered by the company.

Preferred education, experience, and skills:

• Must be 18 years of age or older.
• High school diploma or equivalent is required.
• Ability to type a minimum of 60 words per minute.
• Ability to read and interpret information on a standard computer monitor.
• Proficiency with computer keyboards and terminals and a basic understanding of computer terminology.
• Strong communications skills, including verbal, written and interpersonal skills.
• Ability to read, write, speak, and understand English and Spanish well.
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