CRP, Incorporated

Compensation

Full Description

Bilingual Call Center Customer Service Representative – Spanish Duties and Responsibilities: • Assist DC residents with questions, applications, and support related to benefits and services. • Carefully and efficiently follow all call center scripts, standard operating procedures, and guidelines to ensure consistency and accuracy while meeting all call center key performance indicators (KPIs) (i.e., average handle time, call abandonment rate, service level, etc.). • Handle large volumes of inbound and outbound calls professionally and promptly. • Navigate between multiple applications and screens to provide accurate information to consumers. • Collect and analyze customer information and inquiries while maintaining accurate Customer Service Logs (CSLs) and data for each call. • Consistently meet monthly performance goals of 90% or greater by adhering to all project policies, procedures, and guidelines. • Maintain regular and predictable attendance by consistently working the full-time scheduled shift, arriving on time without exception, and avoiding excessive delays and absences. • Appear professional and well-groomed on camera (webcam) via Zoom as needed during shift or during meetings to ensure project performance requirements are met. • Manage multiple priorities and function as a team player at all times. • Assist less experienced peers as needed. • Consult with senior peers on more complex issues to resolve concerns and follow escalation procedures to ensure complex support issues are resolved. • Effectively and responsibly, work in a remote (virtual) call center environment. • Perform other duties as assigned. Qualifications and Skills – Key elements for the successful candidate: • Attend and fully participate in multiple days of training without interruptions and with zero absences, understanding that new hires must complete all scheduled training days and nesting to receive payment for training. • Report to work on time daily, without interruptions, late arrivals, or early departures, and with zero absences through a 90-business day probationary period. • Meticulous attention to detail and active listening skills. • Adapt quickly to a high-energy, fast-paced, ever-changing environment. • Professional demeanor and excellent phone etiquette, providing exceptional customer service and support to consumers, colleagues, and staff. • Excellent written communication and organizational skills. • Exceptional verbal communication and interpersonal skills. • Ability to manage multiple priorities and function as a team player at all times. • Able to take constructive criticisms and open to coaching and additional training as needed. • Professionally exercises discretion and independent judgment in day-to-day work. Requirements: • Fluent in Spanish and English (Oral and Written) required. • Washington, DC Metro Area residents preferred. • High School diploma or equivalent. • One or more years of call center experience (high-call-volume call center experience preferred). • Experience using Amazon Workspace, Amazon Connect, Salesforce, Microsoft Teams, and Zoom (preferred). • Proficiency in Microsoft Office Suite (Word, Excel). • Successful candidates must pass the Skills Assessment with a score of 85% or better. • Must pass a security/background check. • Demonstrates general knowledge, skills, and attributes required to achieve business results in a demanding work environment. • Builds and maintains productive and rewarding business relationships with internal and external customers, clients, and partners. • Has a substantial understanding of the job and the ability to apply knowledge and skills to complete a broader range of tasks. • Work on moderately complex assignments requiring judgment in resolving issues or making recommendations. Exhibit moderate call center knowledge. Equipment Requirements: All hired CSRs will be responsible for providing their own personal computer or laptop. Equipment must be in good working condition with the latest software updates and a reliable Internet Service Provider (ISP). High- speed internet access with a minimum speed of 300 Mbps is recommended for shared family internet connectivity. Wired connection/Ethernet. Hotspots, public and unsecured internet service locations are prohibited. Desktop or Laptop Computers with any of the following: • Preferred Operating Systems (OS): Current release of Windows 10 or Ubuntu 18.04 or newer • Hardware Specifications: • CPU: i3 Dual Core • RAM: 8GB • HDD/SSD: 128 GB (20 GB free) • Chromebooks, iPads, and Tablets are prohibited Headset • Wired stereo headphones with noise canceling microphone, USB connected • USB-connected plug/play headset supported by OS for bidirectional voice & video • Not Supported: Bluetooth headsets or Headsets connected with a 2.5 mm or 3.5 mm jack Webcam • Embedded in laptop or desktop computer • Portable webcam with USB plug/play activation Remote (Virtual) Workspace Requirements: Below are the guidelines for setting up a supportive and productive virtual workspace environment: • Sturdy and comfortable desk and chair – Vital for hours of sitting, with the availability of one or two computer monitors, a keyboard, notebooks/writing materials, accessories, and personal items; • Dedicated area – Identify a closed-door workspace, isolated from distractions and interruptions; • Well-lit environment – To avoid eyestrain, use natural light or artificial lighting; • Good ventilation and temperature control – ensure CSR remains alert and focused; and • An orderly and uncluttered workspace, which provides a welcoming, calm, and productive work area. Physical Effort: • Constant sitting with headset/telephone. • Frequent usage of a computer. • Ability to lift 40lbs – 50lbs of equipment and/or materials regularly. Benefits • PTO (vacation and sick leave) • Paid Holidays • Health & Wellness Job Types: Full-time, Contract Pay: $18.00 per hour Expected hours: 40 per week Benefits: • Health insurance • On-the-job training • Paid time off • Work from home Application Question(s): • How many years of call center experience do you have? • What city and state do you live in? Work Location: Remote