Bilingual Multi-Channel Contact Center Customer Service Representative

Leidos; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

An innovative firm is seeking Bilingual Multi-Channel Contact Center Customer Service Representatives to join their remote team. In this role, you will assist consumers with identity theft and fraud prevention while leveraging cutting-edge technology to enhance the customer experience. Your ability to navigate multiple systems and provide empathetic service will be crucial in ensuring consumer satisfaction. This position offers a competitive pay rate and the opportunity to work from home, making it an excellent choice for those looking to make a meaningful impact in customer service. Join a team dedicated to consumer protection and excellence in service delivery.

Qualifications

• Fluency in Spanish and English is essential for this role.
• Strong problem-solving and multitasking abilities are required.

Responsibilities

• Respond to inbound contacts professionally and courteously.
• Document consumer reports and provide accurate information.

Skills

Bilingual (Spanish and English)

Problem-solving

Critical thinking

Verbal communication

Written communication

Multitasking

Education

High school diploma or GED

Tools

Microsoft Office Suite

CRM systems

Job description

Description

Bilingual Multi-Channel Contact Center Customer Service Representatives (CSRs) respond to incoming contacts from consumers seeking advice on identity theft, consumer fraud, and poor business practices. CSRs document government reports in a secure database and provide guidance on consumer protection. Representing our government client is of critical importance. CSRs must deliver excellent customer service with professionalism and empathy, while educating consumers accurately and multitasking by speaking with consumers and entering data into the government database.

CSRs play a crucial role in leveraging Generative Artificial Intelligence (Gen AI) within our call center operations. This involves adapting to AI automation and integrating this technology within the team to streamline tasks, improve efficiency, ensure data accuracy, and enhance the customer experience.

This is a remote, work from home, CSR role. CSR candidates must confirm work from home requirements listed in the Minimum Required Qualifications section. The shift is 9:00 am to 5:00 pm (EST) Monday through Friday, with government holidays off.

Primary Responsibilities:

• Respond to inbound phone, email, chat, and postal mail contacts professionally, courteously, and empathetically.
• Ask probing questions to gather important consumer data.
• Document consumer reports into a web-based application for law enforcement.
• Provide accurate information on fraud prevention, protection, and recovery.
• Assist consumers in navigating online accounts and services.
• Ensure confidentiality and privacy of consumer information according to government policies and regulations.
• Meet individual and team performance metrics, including schedule adherence, average handle time, call quality, data accuracy, and customer satisfaction.
• Participate in ongoing training and development programs to enhance customer service skills and knowledge.

Minimum Required Qualifications:

• Bilingual (fluent in both Spanish and English; additional compensation considered for passing the bilingual assessment).
• High school diploma or GED equivalent.
• Strong problem-solving and critical-thinking abilities.
• Ability to navigate multiple web-based applications and systems simultaneously.
• Proficiency with computers and standard office software (e.g., Microsoft Office Suite, CRM systems).
• High level of professionalism, empathy, and integrity.
• Excellent verbal and written communication skills, with the ability to multitask by talking and typing simultaneously.
• Must meet work from home requirements:
• Maintain reliable wired to broadband internet services.
• Home office to work from which is in a quiet environment and consists of four walls with a door.
• Workspace that includes a desk and a chair.
• Ability to obtain a Public Trust clearance; this process can take 7-60 days and must be completed before starting the role.

Desired Qualifications:

• Prior call center experience.
• Customer service experience.
• General knowledge of federal laws related to consumer protection.

This position is covered under the Service Contract Act and is subject to minimum requirements. Leidos ensures that all provisions are satisfied. The pay for this position will be $17.70/hr.

Original Posting:

March 10, 2025

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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