Customer Service Representative

2 weeks ago

Boston, Massachusetts, United States NR Consulting LLC Full time

Summary
Client focused on building a coordinated, comprehensive system of early education and care services in Massachusetts. Client mission is to lead the way in helping Massachusetts' children and families reach their full potential.

By providing and coordinating a range of services and assistance, client will continuously improve the quality, affordability and accessibility of early education and care in the client.


Detailed Statement of Duties and Responsibilities:

  • Responsible for answering calls on the Spanish line.
  • Assist educators and prospective educators through the BRC process.
  • Answer questions about the status of the caller's BRC submission.
  • Enter updated information as requested.
  • Obtain accurate information from educators and prospective educators by answering telephone calls and asking relevant questions
  • Inform educators and prospective educators by explaining procedures; answering questions; providing information.
  • Verify eligibility, collect demographic and pertinent information, and document results in the computer system.
  • Communicate with callers regarding any necessary decision data.
  • Communicate with the BRC Unit to ensure appropriate information is being disseminated.
  • Handle confidential information consistent with department policies and regulatory requirements.
  • Assisting refinement and implementation of unit workflows to enhance efficiency and support unit/department goals.
  • Assist implementation of all processes and programs in accordance with business plans to provide quality customer service to all customers.
  • Engage in crosstraining to develop the variable skills necessary to support all BRC responsibilities within the program coordinator 1 title.
  • Instruct constituents on basic navigation of the systems (Legacy, Navigator, etc.)
  • Research required information using available resources.
  • Manage and resolve customer complaints/questions.
  • Provide educators and constituents with accurate information.
  • Identify and escalate priority issues.
  • Articulate constituent's issues accurately and document call information according to standard operating procedures when escalating tickets
  • Route calls and tickets to appropriate resource, if/when the call requires
  • Provide followup to educators and prospective educators calls where necessary.
  • Attend client staff meetings and other required meetings to stay informed of any changes to policy, procedures or regulations.
  • Understand client and BRC policies.
  • Utilize ServiceNow Ticking System to escalate necessary issues.
  • Other duties as assigned.

Required Qualifications:

  • Must be fluent in oral and written Spanish this will be tested during interview.

Preferred Qualifications:

  • Excellent attendance and punctuality
  • Comfort working in a high volume and fastpaced call centre environment.
  • Ability to answer calls, inquiries, and requests with a sense of urgency.
  • Superb attention to detail and ability to meet deadlines.
  • Customer service training or previous call centre experience, highly desired
  • Knowledge in BRC terminology strongly preferred.
  • Strong communication, telephone and writing skills.
  • Proficiency in Microsoft Office/Computer Programs and techsavviness
  • Ability to work in work in multiple computer systems at the same time.
  • Verbal and written communication skills
  • Listening skills
  • Problem solving and analytical skills.
  • Customer service skills
  • Organizational skills
  • Sound judgment.
  • Adaptability
  • Teamwork
  • Stress tolerance.
  • Resilience
  • Empathy

Job Type:
Contract

Pay:
$ $19.00 per hour

Experience level:

  • 3 years

Shift:

  • 8 hour shift
  • Morning shift

Weekly day range:

  • Monday to Friday

Work setting:

  • Inperson

Application Question(s):

Experience:

  • Call center,
Bilingual Spanish: 5 years (preferred)

Language:

  • Write and Speak Spaish (required)

Work Location:
In person

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