Overnight Spanish Bilingual Response Specialist - $19.00/hour + shift differential + monthly performance-based bonus

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories, and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXM Connect

SiriusXM Connect (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security, and convenience services to millions of vehicle owners across major automotive brands. Our teams are continuously working to develop leading-edge technology that can not only add convenience to the daily lives of so many drivers across the country but our advancements in safety and security could also help save their lives.

How you'll make an impact:

If you are looking for an opportunity to help people, through this position you can fuel this passion by providing vehicle owners convenience, safety, and security services which can help save lives. You will accomplish this by managing incoming customer calls from landline and in-vehicle applications. These calls may be related to emergency situations or collisions from our Omni Source by SiriusXM Connect phone app, or from connected vehicle applications inside the vehicle. These calls will include automatic collision notifications, emergency situations, stolen vehicle location requests, points of interest destinations, roadside assistance, remote phone applications troubleshooting, or general customer service. You may also be asked to enroll customers' subscription packages with the main objective to retain, sign up, or downgrade/upgrade subscription services.

What you'll do:

• Answer a mix of incoming calls including those involving emergency situations from both Spanish and English speaking customers.
• Obtain critical information within active emergency situations, including location, details of the incident, injuries, and other potential medical conditions.
• Work with emergency response centers such as police, fire, and EMS to assist with emergency response dispatch.
• Work effectively under pressure and time constraints in a fast-paced environment.
• Consistently utilize effective communication, knowledge retention and recall, speed and efficiency, creative problem solving, emotional stability, and empathy.
• Approach service and retention with integrity, compassion, and perseverance.
• Connect and build rapport with a variety of customer types by using common courtesy, creating empathy, actively listening, educating, and offering solutions which caters to our customers' needs.
• Diffuse high-tension situations as the need arises and go above and beyond to create resolutions to issues and customer complaints.
• Utilize multiple systems and various tools available to stay abreast of changes and new information. This is key to assist customers correctly and appropriately.
• Guide customers effectively and efficiently through technical application challenges and solutions.
• Consistently achieve KPI call center metrics such as Call Quality, Schedule Adherence, Schedule Conformance, Attendance, and Average Handle Time.
• Work on additional assignments/department initiatives as needed.
• Attend additional training as needed to support evolving business needs.

What you'll need:

• Must be fluent in English and Spanish with excellent written and verbal communication skills in both languages.
• 1-2 years of customer service experience, preferably in a contact center environment.
• High school diploma or GED.

• Ability to deliver Customer Service Excellence, Quality Assurance, Average Call Duration, productivity, and attendance targets.
• Ability to drive customer retention through a proactive service and solution approach on every call.
• Interpersonal skills and ability to interact and work with employees at all levels and customers of all types.
• Excellent verbal communication and active listening skills.
• Ability to project a professional image over the phone through excellent phone etiquette.
• Ability to remain calm and composed in stressful situations.
• Ability to work independently and in a team environment.
• Ability to work under close supervision.
• Strong attention to detail, time management and decision-making skills.
• Commitment to "internal client" and customer service principles.
• Ability to handle multiple tasks in a fast-paced environment while meeting performance expectations.
• Ability to work a flexible schedule as business needs dictate, including overnight shifts.

• Technical aptitude to navigate multiple systems simultaneously.
• Must have a dedicated home workspace that is distraction free with required internet service capabilities that sustain a consistent hardwired ethernet connection.
• Knowledge of MS-Office Suite (Word & Outlook).
• Strong computer skills and minimum typing speed of 30 wpm is required. The ability to talk and type will be key to meeting production goals.
• Solid math skills.
• Must have legal right to work in the U.S.

What's in it for you?!:

• No daily commute and gasoline expense.
• Monthly $50 internet service reimbursement.
• Multiple medical insurance coverage options effective on your first day of employment.
• Dental and vision insurance coverage.
• Pet insurance.
• Identity Protection insurance.
• Paid Time Off program.
• Health Advocacy program.
• Wellness and Mental Health Services.
• Free SiriusXM and Pandora Subscription and SiriusXM radio device discounts.
• Discount programs for auto, computer hardware, entertainment venues, hotels, loan programs, AT&T, Microsoft products, LG appliances and more!
• Shift Differential

At SiriusXM, we carefully consider a wide range of factors when determining compensation. The starting rate for this position will be $19/hour + monthly performance-based bonus. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism, and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.