What are the responsibilities and job description for the Customer Service -Bilingual - InBound Call Center position at Internal Opportunities?
CUSTOMER SERVICE REPRESENTATIVE - INBOUND CALL CENTER
Systems & Methods, Inc. (SMI)
SMI is one of the most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex human service operations. To maintain our prominence in this competitive industry, SMI recruits individuals who are technical, creative, client-focused, and most importantly willing to go the Extra Mile. In our 50th year as a family-owned and operated business, SMI considers its employees and clients part of an extended family. We are a family serving families. Our culture is one of teamwork, dedication, empowerment, and a strong emphasis on work-life balance. We offer an optimal atmosphere for career growth and achievement while remaining competitive in terms of compensation and benefits. We are a multi-state operation and administrative private company with a staff of over 650 employees throughout the United States. We depend on the expertise of our SMI team to support and develop the very best systems and product lines in the industry and expect continued innovation. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI.
Position Overview
The Customer Service Representative is responsible for receiving and responding to calls and correspondence from child support clients in accordance with Standard Operating Procedures and contractual obligations. The essential job duties include, but are not limited to:
- Answering incoming calls in a timely manner
- Providing callers with accurate account information and educating them on appropriate policies and procedures
- Effectively redirecting callers to the appropriate area/agency when necessary
- Maintaining knowledge of procedures and systems
- Communicating client concerns and feedback to management
- Researching and processing all correspondence received by email, fax and mail
Abilities/Requirements:
- Must possess excellent customer service skills
- Exhibit excellent interpersonal skills using tact, patience and courtesy
- Possess the ability to diffuse upset customers
- Possess the ability to deliver bad news effectively
- Capable of handling high call volumes
- Proven oral and written communications skills
- Maintain the ability to work under pressure and effectively multi-task between calls and correspondence
- Bilingual in Spanish/English
- High School Diploma or equivalent required
- At least one year prior experience in an area of service delivery, customer service, call center technology, or related field. Will accept equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the position duties
- Must be proficient in data entry skills including keyboard, mouse and 10 keypad
- Basic knowledge of Microsoft Windows and Office
We are an Equal Opportunity Employer. We are a Drug-Free Workplace.
The hours of the position are Monday-Friday. Must be able to work a set schedule within MDT hours.
