24/7 DOL-NCC Bilingual Customer Support Specialist

Systems Integration, Inc.; United States; On-site; USD 34,000 - 55,000; Full time

Job summary

Systems Integration, Inc. is seeking a Customer Service Representative to provide accurate, professional support for DOL-NCC programs in a 24x7x365 contact center.

The rep answers inquiries through phone, email, text, chat, IVR, and other channels, following scripts and SOPs to document cases and fulfill service requests. The role requires at least two years of telephone customer service experience in a 24x7 setting, strong English-language skills, and the ability to handle confidential

Qualifications

• High school diploma or GED required.
• 2+ years of telephone customer service experience, preferably in contact center or federal setting.
• Experience in a 24x7 contact center environment.
• Strong English-language proficiency in both oral and written communication.
• Ability to follow SOPs, scripts, and protect confidential information.
• Experience with CRM systems and internet research.
• Bilingual English/Spanish is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, text, chat, IVR, and other channels.
• Provide accurate information using Salesforce scripts and SOPs.
• Offer Tier 1 support and process referrals, orders, and service requests.
• Document cases and interactions in required systems; route issues appropriately.
• Assess needs, resolve within authority, escalate when needed.
• Handle crisis or abusive calls professionally and discreetly.
• Meet standards for call quality, response time, accuracy, and customer satisfaction.
• Participate in cross-training and performance improvement initiatives.
• Support shifts in a 24x7x365 operation, including Job Corps, OSHA, and MSHA programs.

Skills

Active listening

Empathy

Call control

Crisis handling

Problem-solving

Written English

Oral communication

Teamwork

Education

High school diploma or GED

Tools

Salesforce

Genesys

Job description

Systems Integration, Inc. is seeking a Customer Service Representative to provide accurate, professional support for DOL-NCC programs in a 24x7x365 contact center.

The rep answers inquiries through phone, email, text, chat, IVR, and other channels, following scripts and SOPs to document cases and fulfill service requests. The role requires at least two years of telephone customer service experience in a 24x7 setting, strong English-language skills, and the ability to handle confidential