Bilingual Customer Service Representative - Real Time Technologies, LLC

RT² offers the most flexible cutting-edge Retail Management Solutions that encompass sales,
inventory management, frontline employee management and engagement, payments, business
intelligence, and digital automation tools for the wireless industry. We support Fortune 500
companies, unify their customer experience, and remove pain points across multiple retail touch
points. RT² prides itself on fostering a team-oriented culture and a dynamic work environment,
where team members are set up to make meaningful contributions across the organization.

Bilingual Customer Support Representative: Client Support Representatives are our front-line call center employees. Their mission is to provide our dealers and customers the best experience on every interaction. They work to resolve customer inquiries via phone, email, and remote desktop support using all available tools and resources. They can easily adapt to change, follow process and procedure, and collaborate with additional internal and external teams to provide a timely resolution. 

SCHEDULE: 2:30 PM - 11:00 PM EDT, Tuesday - Saturday - Monday/Sunday OFF

Responsibilities:

• Primary level support of customer care issues related to, but not limited to, payment investigations, RTPAY Self Service Machines (SSM), fraud investigations, tier 1 technical support.
• Answering all incoming calls, triaging the customer concern and either addressing the need immediately or escalating the call to the proper team if necessary.
• Research and analyze system and technical issues affecting RTPAY operations (reported or not reported), escalating them timely, appropriately, and accurately.
• Provide immediate and thorough support for SSM machines, including carrier/customer/dealer payment processing issues.
• Accurate use of the Customer Relationship Management (CRM) ticketing system where all customer (RTPAY services end user, dealer, carrier, or market team) interactions are captured and recorded within CRM.
• Assist the market team members on their questions and concerns; especially with those related with the installation, maintenance and training of proprietary software and equipment.
• Successful and timely completion of all daily work-tasks and special assignments.
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.
• May at times be asked to assist with the production of job aids and documentation to support Customer Care work duties or other RTPAY team needs.
• Additional tasks assigned as needed as required by business needs.
• Regular and predictable attendance is an essential function of this position.

• 2 years of prior call center experience preferred, with no less than 18 months of prior experience in a customer service role.
• High School Diploma or GED; preference give to candidates with prior call center experience
• Basic PC knowledge, including Microsoft Office, Outlook, Info Path, Internet Explorer, etc.
• Excellent written and verbal communication skills in English.
• Fluency in Spanish is required.
• Excellent phone etiquette.
• Strong interpersonal skills such as: effective listening, empathy, and patience.
• Ability to work independently and possess sound judgment to work under pressure.
• Ability to defuse excited and irate Agents or customers.
• Organizational and follow-up skills are required.
• Dedication to exceed customer satisfaction must be exhibited at all times.
• Must be friendly and positive on its interactions with customers, and patient enough to handle escalated issues without taking them personal.
• Regular and predictable attendance is an essential function of this position

• A unique opportunity to shape the journey of RT²
• Working within a rapidly growing, game-changing business
• Remote, flexible working options
• Competitive compensation
• Generous STI and LTI provisions
• Health, Dental and Vision Insurance
• Paid Annual Leave
• Paid Sick Leave
• 401K, and more

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