Job Description

Position Location: 100% Remote Florida (Orlando area)  Work hours are scheduled based on the Eastern time zone.

Faneuil is a Continuum Global Solutions LLC company based in Hampton, Virginia that provides outsourced business processing solutions for an extensive client portfolio that includes both commercial and government entities. Faneuil operates as a separate subsidiary under Continuum Global Solutions, LLC.

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional. 

Are you an exceptional listener who AIMS HIGHER. REACHES FARTHER when it comes to challenges solving problems? Can you ACT BOLD. BE PASSIONATE with your impressive communication skills, and willingness to help others? Can you BE ONE. HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION ?  

JOIN OUR TEAM TODAY!  

We are hiring remote Bi-Lingual Spanish Customer Service Representatives who will deliver excellent customer service and handle escalated calls regarding collections, high bills, utilities being shut off, and more. Representatives will handle these calls with a one call resolution approach to provide each customer with a resolution at the end of each call. This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks. You must possess a positive personality with a desire to understand concerns, build trust, and show your care for every customer.

RESPONSIBILITIES:  

• Understand customer needs by actively listening and determining the appropriate course of action to meet those needs and complete or initiate the transactions
• Empathize, be patient, and resolve concerns to simplify the customer’s experience 
• Provide efficient and effective service to customers and prospects on all patron-based services to a variety of inquiries and customer needs
• Meet performance standards and positively influence the client’s image by having a good product knowledge, work ethic, time management and human relations skills
• Process information quickly and accurately by navigating through multiple computer applications with speed and accuracy
• Ensure customer satisfaction on every call and approach it with a First Call Resolution

WORK AT HOME REQUIREMENTS

• High-Speed Internet With At Least 10 Mbps Download Speed & 2 Mbps Upload Speed (No Satellite, Wifi, or Cellular/Wireless Carrier Internet Services) 
• Must have a hard-wired internet connection via ethernet cable to modem/router that you own/are responsible for. (Continuum will ship you company equipment to use) 
• Requires a dedicated landline service in home – Traditional Landline, not VoIP service or cell/mobile service. (Any fees/charges associated with the landline service are not reimbursable by Faneuil/Continuum)
• Dedicated, Quiet, & Secured Workspace with No Distractions 
• A USB Wired Headset with Noise Canceling Microphone 

ADDITIONAL REQUIREMENTS:  

• 18+ Years & High School diploma or its equivalent
• Minimum 1 year of call center experience (Utilities industry a plus)
• Must be Bi-Lingual in Spanish/English to handle calls both in English and Spanish
• Exceptional customer service, active listening, and verbal and written communication skills 
• High computer proficiency in navigation and keyboard/data entry skills
• Proficient in Microsoft Office
• Open availability between 7:00am-6:00pm Monday through Friday Eastern standard time
• Professional positive attitude & courteous telephone etiquette
• Customer focused personality and the motivation to achieve goals
• Must pass client performed background check and assessments in training

BENEFITS & PERKS:  

• $15.50 per hour for bilingual in Spanish & English
• Access up to 50% of your pay immediately after your shift 
• Health Insurance (Medical, Dental, Vision) & Other Benefits 
• Pet Insurance 
• Paid, Virtual Training 
• Remote work environment 
• Opportunity for Professional Development

Employees with six (6) months of service in their current position are eligible to apply for a new position for which they are qualified based on requisite skills, education, experience and current job performance. Employees with less than six (6) months of service may change positions before the six (6) month period if both the employee’s current manager and the manager of the open position agree and a transition date is agreed upon. New hire training time is not applied towards the six (6) months service requirement. Additionally, if an employee is currently on any type of performance improvement review, the employee will be considered ineligible for an open position.

About Continuum Global Solutions, LLC

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.  Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA) .

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com .

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