Bilingual Products and Services Coordinator II
Location: US, FL, St. Petersburg
Description: MUST BE BILINGUAL (English/Spanish)Provide excellent customer service to internal and external customers as well as able to perform back office data entry functions. Direct phone communication with external customers and internal departments, assuring that customer’s needs are met while exceeding expectations. Position shares responsibility for accomplishment of FPSC mandated Demand Response (DR) goals by resolving inquiries that may include answering technical and program-related questions to pre-qualifying customers for eligibility of DR programs and troubleshooting electrical and/or appliance equipment problems.This position is responsible for answering and evaluating all (load management) customer calls processed through an Avaya phone system, email and work order management systems. Resolution of customer inquiries will include but is not limited to answering technical and program-related questions and troubleshooting electrical and/or appliance equipment problems. Provide and document detailed explanations summarizing the recommended solution to the customer and dispatch the information to the appropriate field representative and/or contractor for action. Responsible for the processing of returned work orders from the contractors within multiple systems, validating the accuracy of program credits as well as contractor invoices. Maintain accurate customer records in a timely manner. Must be able to work efficiently with limited supervision. Manage multiple demands and competing priorities, ability to remain focused while multi-tasking between job functions including completing repetitive tasks i.e., data entry. Must be willing to work flexible hours. Staffing is from 7:00 a.m. to 7:00 p.m. Monday through Friday.
Requirements: Requirements:-Bilingual candidate must be fluent and have a high level of comprehension in both English and Spanish.-Requires the ability to use technical analysis and investigative techniques.-Must have working knowledge of Customer Service Systems, Work Order Management Systems and product and program applications knowledge to resolve inquiries.-Must demonstrate excellent interpersonal and communication skills and work well in a team environment.-Must have working knowledge of personal computer applications (specifically MicroSoft Office Excel).-Must utilize expert accounting skills for auditing system-generated reports against vendor invoices.  -Possesses and acts with a high level of integrity.-Projects a confident, professional image.-Collaborates effectively with others to achieve team results.-Embraces change and shifts work assignments and schedules as required to meet customer and business needs.-Demonstrates personal openness to innovative ideas while respecting diversity and valuing the opinions of others.Skills: - Demonstrates strong organizational/planning skills with ability to multi-task- Demonstrates ability to work in a team setting and contribute to team goals- Demonstrates effective written/verbal communications and interpersonal skills- Demonstrates strong customer service focus / orientation- Demonstrates the ability to work with MicroSoft Office products, specifically strong Excel skills- Demonstrates strong attention-to-detail skills- Demonstrates flexibility- Demonstrates analytical thinking-​Basic knowledge of electrical theory, HVAC Systems, low voltage control circuits is also preferred.-High school diploma or GED equivalent required. Two-year post high school, specialized trade, technical school or college preferred. Minimum of one-year experience required, one to three years preferred.  
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