Customer Services Rep 1- Call Center, Bilingual
7 days ago
Job Location: Richmond, VA
Job Duration: 5-6 Months (possibility of extension)
Shift: Mon - Fri, 8:30am - 6:00pm, Mon - Fri, 9:00am - 4:00pm from 1/14 through 2/6
Duties and Responsibilities:
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
- Track and document all inquiries using the applicable systems.
- Complete associated tasks according to the established guidelines.
- Track and document all inquiries using the applicable systems.
- Meet Quality Assurance (QA) and other key performance metrics.
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Transfer/refer consumers to appropriate entities according to the established guidelines.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Facilitate translation services for non-English speaking callers according to procedures.
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
- High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
- This position requires bilingual proficiency as applicable in languages specified.
- Attendance during training is mandatory. Please do not present a candidate with a prescheduled appointment during the training period.
- Agents must be on camera for the entire duration of training.
- Remote workers supporting contact center operations must have access to the internet via their internet service provider by purchasing or maintain a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred.
- Remote / Work from home (they must live in VA and be 45 minutes for the equipment pick up) - Client requires a private, secluded space to focus on your work, with no background noise or other distractions that may prevent you from providing excellent customer service.
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