Bilingual Call Center Representative

•The candidate will be required to

provide superior customer service in a

contact/call center/help desk

environment through multiple channels

of correspondence.

•The candidate will be required to

handle questions and concerns with the

highest degree of courtesy and

professionalism.

•The candidate will be required to

communicate with end-users using web-

based tools regarding navigation of

both government and non-government

applications in a leveraged

environment supporting one or multiple

queues/skill sets over various

accounts.

•The candidate will be required to

accurately document all correspondence

with end-users; thus a high

proficiency in typing and grammar is a

must.

•The candidate will be friendly, have

a passion for customer service

excellence, and enjoy helping people.

•The candidate will have a tactful

manner and ability to effectively deal

with difficult situations.

•The candidate will be required to

continually maintain a working

knowledge of

systems/applications/products serviced

by the leveraged contact center.

•The candidate will be required to

follow strict work instructions and

procedures that may vary by account.

•The candidate will be required to

adapt to continual changes to work

instructions and procedures on each

account.

•The candidate will be involved in

activities with contingent employee

agencies, as it pertains to their

role, on an as needed basis.

•The candidate may be involved with

training and development activities

with both new hires and peers, as it

pertains to their role, on an as-

needed basis.

•The candidate may be involved with

quality monitoring and evaluation, as

it pertains to their role, on an as-

needed basis.

•The candidate may be involved with

reports, documentation and knowledge

management, as it pertains to their

role, on an as-needed basis.

•The candidate may be involved with

workforce management functions, as it

pertains to their role, on an as-

needed basis.

•The candidate may be involved with

social media activities, as it

pertains to their role, on an as-

needed basis.

•The candidate will act as a role

model and may be involved with team

building and leadership activities, as

it pertains to their role, on an as-

needed basis.

•The candidate must have an impeccable

attendance record and excellent work

ethic.

Required Skills & Training

• Effective listening & comprehension

skills

• Ability to closely follow

instructions

• Outstanding verbal & written

communication skills

• Analytical & resourceful problem-

solving skills

• Ability to research the facts &

analyze the situation before making a

decision

• Confidence in making & committing to

a decision

• Proper telephone etiquette
• Aptitude for learning & recalling

details

• Ability to prioritize & manage

multiple tasks to completion, in a

timely manner

• High level of accuracy & attention

to detail

• Computer literacy, technical

aptitude & familiarity with basic

office software systems

• Ability to work independently & in a

team setting

• Flexibility to work different shifts

with the possibility of overtime, when

needed

Additional skills, training and

experience is desired (but not

required) in any of the following

areas

• A college degree is preferred, but

not required

Fluent/Bilingual-Spanish and English

35 WPM or greater-typing test

All your information will be kept confidential according to EEO guidelines.