The below describes the baseline requirements for applying to work at Granada. If you were directed to our website because of a specific job posting, then the requirements detailed in that posting are more important than the below description.

Professional

• A year of more working in services, interacting directly with customers either in call center, retail or other relevant sector;
• Work background which demonstrates strong communication skills and ability to positively interact with customers on the phone;
• Bilingual in both Spanish and English.

Home office and technology

Employee uses their existing personal computer with:

• At least a 1 GHz Pentium III processor or better.
• A minimum of 1 GB of RAM Memory.
• Broadband UPLOAD speed of at least 512 kbps.
• Windows XP or Windows Vista.
• A minimum of one USB port (USB version 2).
• A sound card installed.
• Monitor size of 17” or greater.
• Browser: Internet Explorer 6.0 or higher.
• Employee provides DSL or cable broadband connection (no satellite or dial up connections).
• Employee provides one standard telephone line and a corded telephone.
• Employee has access to desk in quiet home office.

Day-to-day tasks

The tasks vary by client and call type (whether sales, customer service, technical support, retention or collections), however below is a description of common tasks one might expect:

• Respond to customer inquires regarding service, billing, equipment, features, activations, and/or changes to account information taken via telephone, mailings, fax, or e-mail.
• Utilize computer/on-line guidelines in responding to customer inquiries.
• Inform customers about services available and assesses customer needs.
• Handle customer problems related to product function or the replacement of defective parts.
• Complete, process, and maintain applicable records in the online system.
• Gather information, research/resolve inquiries and log customer calls.
• Handle disgruntled and dissatisfied customers in a courteous and professional manner.
• Strive to resolve customer issues on the first call without having to transfer callers.
• Follow escalation procedures as needed.