Murano Global specializes in assembling and managing dedicated teams of highly skilled technical professionals to augment your inhouse resources.
With corporate headquarters in Los Angeles, CA and software development centers in Eastern Europe, Murano offers you the convenience and security of working with a reliable U.
S. corporation plus all the benefits of highly affordable development resources. Our software professionals are skilled, experienced problem solvers, not just coders and technicians.
Our managers, software architects, developers and QA specialists have the business acumen to understand your demanding working standards and to produce the high quality software you need.
This vacancy is opened on our outsourcing project.
The client is an American company who offers digital billing services and payment solutions to the insurance industry.
Choosing to work for us as an employee or as a client means choosing to work with really good people. Integrity, compassion, and respect are vital to the character of the people that work at our company.
Knowledge, flexibility, and constant self-evaluation are drivers of our success. Our work environment rewards excellence, not egos.
The Role
You will be responsible for :
Meet / exceed key performance indicators : Handle 71 calls per day, 95% availability to answer calls, 5.5-minute average handle time, 3.
0 average call quality score.
- Handle inbound calls, answer questions, research accounts, and process requests relating to payments, quotes, account changes etc.
- Respond to customer emails with accurate information in a timely manner.
- Make transfer calls or escalations when appropriate.
- Keep timecards and availability status updated.
- Participate in team chats to share knowledge and best practices.
Ideal Profile
- High school diploma required; college or vocational degree preferred but not required.
- Minimum 2 years' experience in an inbound call center.
- Minimum 1-2 years' experience providing customer service in a fast-paced environment.
- Fluency in Spanish and English preferred (verbal and written).
Skills & Competencies
- Conscientiousness - attention to detail and following all procedures accurately and thoroughly.
- Compassion - ability to empathize with frustrated customers and remain positive.
- Emotional intelligence - ability to stay calm under pressure and defuse tense situations.
- Assertiveness - ability to ask good questions and control calls with empathy and professionalism.
- Multitasking - ability to use multiple computer systems while speaking with customers.
- Communication Skills - exceptional verbal, written,
and active listening skills.
- Problem Solving - ability to think critically to resolve non-routine issues.
- Technical Skills - ability to quickly learn new software programs, databases, and call center technology.
- Teamwork - collaborate positively with team to meet goals.
What's on Offer?
- Opportunity within a company with a solid track record of performance
- Work alongside & learn from best in class talent
