Job Description Title/Marketing Title Bilingual (Spanish/English) Customer Service Representative

TKC Holdings, LLC; San Antonio (TX); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company M

Paid Time Off (PTO)

Tuition Reimbursement

Paid Training

Career Advancement Opportunities

Life Insurance & AD&D Coverage

Voluntary Benefits including Short- &

Job summary

TKC Holdings, Inc. is seeking a Bilingual Call Center Agent (Spanish/English) to handle inbound/outbound calls and provide exceptional service to inmates and customers. The role requires accurate data entry, rate quoting, and account setup, with a focus on courteous, efficient support.

The position operates on Sun-Wed 8am-7pm, offering growth opportunities, comprehensive benefits, and a stable, on-site work environment.

Qualifications

• Must type 45 WPM or faster.
• 2-4 years of customer service experience.
• Excellent verbal and written communication skills; Word/Outlook preferred.
• Ability to perform basic accounting functions; Excel skills a plus.

Responsibilities

• Answer inbound calls for Inmate Calling Solutions' PSPC product.
• Explain product offering, quote rates, open accounts, and answer questions.
• Enter customer data into systems and post payments as needed.
• Place outbound calls to provide quality customer service.
• Report complaints to technical/operational staff for resolution.
• Perform general duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Typing 45 WPM

Education

High school diploma or equivalent

Some college education preferred

Tools

Microsoft Word

Microsoft Outlook

Excel

Job description

Wage Rate

$17.50/hour

Work Location

On-Site

Overview

TKC Holdings, Inc - comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid-market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member.

As a subsidiary of TKC Holdings, Inc. and Keefe Group,ICSolutions (ICS)has been a leading provider of innovative telecommunications products and exceptional customer service to correctional facilities across the nation.

Benefits

We care about our employees and offer benefits that support your health, finances, and career growth.

• Medical, Dental & Vision Insurance
• 401(k) Retirement Plan with Company Match
• Paid Time Off (PTO)
• Tuition Reimbursement
• Paid Training
• Career Advancement Opportunities
• Life Insurance & AD&D Coverage
• Voluntary Benefits including Short-Term Disability, Long-Term Disability, Critical Illness, Accident Coverage, and more.

About This Position

The Bilingual Call Center Agent (Spanish/English) will provide excellent customer service via answering inbound calls from and completing outbound calls to existing and new customers.

Must be able to work: Sun-Weds 8am-7pm

Essential Functions, Duties, and Responsibilities

• Answer incoming calls for Inmate Calling Solutions' Point-of-Sale Prepaid Collect (PSPC) product.
• Assist customers in a courteous manner by explaining the product offering, quoting rates, opening accounts, and answering general service questions.
• Enter customer information into Agent Interface and post payments, including interfacing to the Premise Based equipment of necessary.
• Complete customer investigations and place outbound calls to provide the best possible customer service.
• Reporting customer service-related complaints to technical and operational staff for diagnosis and resolution.
• General duties as assigned.

What You'll Need

• High school diploma or equivalent required, some college education is preferred.
• One year certificate from college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.
• Must type 45 WPM or faster.
• Must have 2-4 years of customer service experience and have the ability to handle calls in a courteous but efficient manner.
• Must possess excellent verbal and written communication skills - experience with Microsoft Word and Outlook is preferred.
• Must have the ability to perform basic accounting functions - experience with Excel is a plus.

EEO Statement

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

A copy of our Privacy Policy and CA Employee Privacy Notice can be found here:https://tkcholdings.com/privacy-policy-108