Call Center Service Representative - Bilingual, Spanish (SCA)

GovCIO; Irvine (CA); Sur place; USD 28 000 - 37 000; Plein temps

Résumé du poste

GovCIO is seeking a Call Center Service Representative - Bilingual, Spanish for the ECCO in Irvine, CA. This on-site role requires handling live immigration-related inquiries with accuracy, using established protocols and case management tools.

Responsibilities include answering calls from detention facilities and stakeholders, applying immigration lifecycle knowledge, logging case data, and coordinating with officers for follow-up. Must be US citizen and pass DHS Public Trust clearance.

Qualifications

• Bi-lingual (Spanish and English) proficiency; speaking and reading.
• Typing speed of at least 40 words per minute.
• Excellent reading comprehension, writing and communication skills.
• Ability to apply knowledge to autonomous decisions and support outcomes.

Responsabilités

• Answer incoming calls from detention facilities and stakeholders.
• Use immigration lifecycle knowledge to provide accurate support and high service level.
• Log relevant call information into a web-based case management system.
• Route cases to Officers/Agents for follow-up and actions.
• Utilize interpreter services as needed and maintain case quality.

Connaissances

Bi-lingual Spanish & English

Typing 40 wpm

Reading and writing skills

Decision making

Formation

Associate's degree + 3 yrs experience

Bachelor's degree + 2 yrs experience

5 yrs experience without degree

Outils

Web-based case management system

Description du poste

GovCIO is currently hiring for a Call Center Service Representative - Bilingual, Spanish (SCA) to support the operations of the ECCO.

The Call Center Service Representative - Bilingual, Spanish (SCA) will, with their knowledge of the immigration lifecycle, respond to live questions and record in real time, inquiries from individuals in custody; their attorneys, advocates, family, and friends; individuals in immigration proceedings, and other immigration stakeholders in resolving complaints and concerns in accordance with agency policies, procedures, and standards, particularly those related to conditions in detention and other custody related topics using established protocols.

This position will be located in Irvine, CA. and will be an onsite position.

Responsibilities

• Duties to include but not limited to the following:
  • Answer incoming calls in a timely manner from detention facilities and other stakeholders
  • Apply critical thinking and immigration lifecycle knowledge to answer questions and provide a high level of service and accurate support
  • Quickly establish a rapport with callers, asking probing and thoughtful questions to identify concerns while applying deep knowledge of immigration enforcement and detention facility processes to address caller issues
  • Responsible for making database and manual queries related to individuals in immigration proceedings through provided tools
  • Able to discern and log relevant call information into a web-based case management system
  • Work cases to be referred to an Officer/Agent, field offices or agency headquarters offices for follow-up review and action
  • Leverage third-party telephonic interpreter services provided, as necessary
  • Ability to review case files and other immigration enforcement documentation, and perform detailed analytical and research support services
  • Ability to work independently and to manage and prioritize multiple tasks and work assignments

Qualifications

Required Skills and Experience

• Associate's with 3 years of relevant experience (or commensurate experience) or a Bachelor's degree with two years of related experience; or five years of related experience if no degree
• Must be a US Citizen
• Bi-lingual (a minimum proficiency of a Speaking 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent - https://www.govtilr.org/Skills/ILRscale2.htm) Spanish and English (spoken and reading) is required
• Ability to type a minimum of 40 words per minute
• Excellent reading comprehension, writing, and communication skills
• Experience with applying knowledge to make autonomous decisions on the correct path forward to support outcomes of the incoming calls to support mission needs
• Must perform at the minimum call intake performance metrics established

Clearance Requirement:

• Ability to attain and maintain DHS Public Trust Clearance

Posted Salary Range

USD $20.30 - USD $26.50 /Hr.