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Call Center Operator

3 months ago

Irvine, United States TechOp Solutions International Full time
Job DescriptionJob Description

TechOp Solutions is seeking multiple bilingual call center operators with excellent communication skills (oral and written), strong reading/writing abilities, and experience in a call center environment to support an exciting opportunity in a federal contact center.

The ideal candidates will have experience navigating CRM systems , demonstrate exceptional problem-solving abilities, and thrive in a fast-paced environment. With a strong focus on customer service, they will be dedicated to delivering outstanding support, working both independently and collaboratively as part of a dynamic team.

Duties:

  • Promptly handles call intake and analyses for all phone lines in accordance with SOPs
  • Productively engages with callers to thoroughly understand their concerns, and applies relevant knowledge to assess and address their issues.
  • Conducts database and manual queries as needed to gather information related to inquiries.
  • Accurately enters pertinent call information into CRM system.
  • Assigns cases to appropriate personnel for follow-up and further action.
  • Provides support to data analysts by processing entry-level data entry and analysis tasks as needed
  • Other duties as assigned

Requirements

  • Bachelor’s degree and two years of related experience; or an associate degree with three years of related experience; or five years of related experience if no degree.
  • Experience in responding to requests for information and conducting database searches.
  • Bilingual proficiency in English and Spanish.
  • Experience with ServiceNow or similar CMS platforms.
  • Proficient in Microsoft Office applications.
  • Excellent Comprehension and Communication skills
  • Ability to work independently, manage tasks, and meet minimum call intake levels
  • Law enforcement or immigration experience is preferred.