Contact Center Rep

Systems Integration, Inc.; Albuquerque (NM); On-site; USD 30,000 - 45,000; Full time

Job summary

A government service provider is seeking a Customer Service Representative to assist with calls related to local or state emergencies. This remote position requires bilingual candidates (English & Spanish) and offers paid training. Responsibilities include answering calls and verifying document authenticity. Candidates must have a High School Diploma, at least six months of customer service experience, and the ability to pass a federal background check. Must reside within an hour of Houston to collect equipment.

Qualifications

• At least six (6) months of customer service required; call center experience preferred.
• Ability to pass a federal background check.
• Must be empathetic in dealing with sensitive topics.

Responsibilities

• Taking in-bound calls and answering questions with pre-scripted responses.
• Performing outbound calls to verify the authenticity of received documents.
• Completing basic data entry related to phone inquiries.
• Referring escalated calls as needed to supervisor.

Skills

Customer service

Bilingual (English & Spanish)

Empathy

Education

High School Diploma or GED equivalent

Job description

Systems Integration, Inc. is currently looking to build a pipeline of candidates who are also bilingual (English & Spanish) for upcoming work. This remote Customer Service Representative (CSR) position will be in support of a government agency, which is the Federal Emergency Management Agency (FEMA). This CSR position will be primarily assisting callers with questions and concerns around local or state emergencies. The start date for this position is pending. To prepare you for this role, CSRs will be provided with paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Must have the ability to pass a federal background check

Responsibilities

• Taking in-bound calls and answering questions with the appropriate pre-scripted responses which must be read verbatim to provide basic, general, and claims-specific information.
• Performing outbound calls to verify the authenticity of received documents.
• Utilize standard technology such as computer, telephone, email, and web browser to complete work tasks.
• Complete basic data entry in computer terminal related to phone inquiries such as clicking buttons to confirm answers.
• Refer escalated calls as needed to supervisor.

Qualifications

• High School Diploma or GED equivalent required.
• At least six (6) months of customer service required; call center experience preferred.
• Must be a U.S. citizen and have lived in the United States for 3 out of the past 5 years.
• Past or present Department of Homeland Security clearance preferred.
• Must be empathetic in your ability to deal with sensitive topics and information.
• Ability to speak and read English clearly and professionally. Bilingual would be helpful.
• Ability to pass a federal background check.
• Must reside no more than an hour from the Houston area in order to be able to pick-up computer equipment.

Home Office Requirements

• Hardwired internet (ethernet) connection
• Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)
• Private work area and adequate power source