DEFENDERS Security Bilingual Customer Care Specialist in Indianapolis, Indiana


Mission of Security Bilingual Customer Care Agen t: This role is responsible for handling bilingual customer concerns and questions while adhering to department efficiency and quality performance standards.


*Shift= Monday-Friday either 11:30-8p or 10am-6:30pm

  • Responds to customer questions via telephone and written correspondence regarding basic information, billing, and/or contract questions, as well as other information the customer may need.

  • Analyzes problems and provides information/solutions.

  • Establishes and develops strong and effective relationships with Customers by providing consistently high levels of service; responds in a timely and thorough manner to exceed customer expectations.

  • Exercises discretion and judgment in determining and implementing appropriate actions to resolve complex customer issues and achieve first contact resolution.

  • Researches and analyzes data to address operational challenges and customer service issues.

  • Uses computerized systems for tracking, information gathering and troubleshooting.

  • Clarifies Customer requirements by asking, probing, and confirming understanding of requirements or problems.

  • Required to meet department goals and expectations.

  • Solving challenging problems for customers that impact their needs

  • Fully proficient in all key areas; performs many complex functions required by the Customer Care position.


Background and Minimum Years Experience :

  • Education: High School Diploma or equivalent

  • Proficient in both English and Spanish

  • Computer literate with the ability to learn DEFENDERS software applications and supporting systems.

  • Minimum1 year of call center experience or customer facing experience preferred

  • Must complete and pass a pre-employment drug/background check.

  • If found to be qualified for the next step of our process, you may receive an email and/or text message from our DEFENDERS Talent Attraction team.

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Job ID 2018-3452


Category Customer Service/Support