Bilingual Remote CSR: City Services & Support

TemPositions Group of Companies; Miami (FL); Remote; USD 34,000 - 42,000; Full time

Benefits offered by this job

Health plan options

401(k) plan

Paid holidays

Job summary

TemPositions Office, a division of TemPositions Group of Companies, is recruiting a bilingual Remote Customer Service Representative to support a NYC government agency. The CSR acts as first contact for residents, logs requests, and provides timely information across city services in English and Spanish.

Role is fully remote, 40 hours/week with day/evening shifts and some overnight coverage possible; requires strong multitasking, empathy, and precise data entry across multiple CRM systems.

Qualifications

• 2+ years of customer-facing experience.
• Bilingual fluency in English and Spanish.
• Strong technical proficiency navigating multiple systems.

Responsibilities

• Answer a high volume of inbound calls from residents requesting city services, information, or complaint resolution.
• Accurately log and route service requests into client-specific CRM and case management systems.
• Identify callers' needs through active listening and effective probing questions, then provide accurate information using available knowledge base resources.
• Escalate complex, sensitive, or urgent inquiries to the appropriate agency or supervisor in a timely manner.
• Adhere to call quality standards, including average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) benchmarks.
• Maintain thorough and accurate documentation of all caller interactions.
• Stay current on government service updates, policy changes, and client-specific procedures through ongoing training.
• Maintain professionalism and composure when handling frustrated, distressed, or difficult callers.
• Complete after-call work (ACW) including case notes, data entry, and service request confirmation

Skills

Bilingual English/Spanish

Customer-facing experience

Tech proficiency

Job description

TemPositions Office, a division of TemPositions Group of Companies, is recruiting a bilingual Remote Customer Service Representative to support a NYC government agency. The CSR acts as first contact for residents, logs requests, and provides timely information across city services in English and Spanish.

Role is fully remote, 40 hours/week with day/evening shifts and some overnight coverage possible; requires strong multitasking, empathy, and precise data entry across multiple CRM systems.