Customer Service Representative

4 days ago


Silver Spring, Maryland, United States Magadia Consulting Inc Full time
Call Center Analyst Job Description

This is a full-time contract position for a bilingual (fluent in Spanish and English) Call Center Analyst. The role requires Security Personal Identity Verification (PIV) clearance. The primary responsibilities include managing a high volume of inbound and outbound calls and emails in a timely manner, conducting address research, locating client information, and maintaining a comprehensive record of all conversations in the call center database.

Key Responsibilities:
  • Manage a high volume of inbound and outbound calls and emails in a timely manner.
  • Conduct address research and locate client information.
  • Maintain a comprehensive record of all conversations in the call center database.
  • Handle both outbound and inbound calls proficiently.
  • Respond to client inquiries and follow up on customer calls.
  • Identify and escalate priority issues.
  • Proficient and professional telephone etiquette.
Requirements:
  • At least 2 years of professional experience in a Customer Service/Call Center environment.
  • Ability to handle both outbound and inbound calls proficiently.
  • Fluency in both Spanish and English (reading, writing, and speaking).
  • Strong oral and written communication skills.
  • Proficient and professional telephone etiquette.
  • Capability to respond to client inquiries and follow up on customer calls.
  • Ability to identify and escalate priority issues.
  • Proficiency in Microsoft and Adobe software.
  • Successful completion of a background check/government clearance.
  • Extensive experience in a high-volume call center environment.
  • High school diploma or higher.
  • Basic experience in skip trace.
  • Experience using a soft phone.


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