Call Center Representative (US Citizen)

Scope of Work:
We are seeking a professional Call Center Representative to deliver high-quality answering service support the Judicial Information Systems (JIS). This includes live call answering, handling high-stress situations professionally, ensuring prompt and efficient call management, and providing thorough documentation and escalation processes. The role requires experienced and trained personnel with the ability to handle a large volume of calls with consistent professionalism and accuracy

Responsibilities

• Answer calls by a live operator within two (2) minutes or less, and within three (3) rings.
• Ensure services include support for hearing impaired callers.
• This will be a Remote role.
• Escalate emergency calls to JIS using established criteria and call scripts.
• Provide a warm hand-off for all escalated calls and escalate further if the support person is unresponsive.
• Send detailed call information (e.g., contact person, time of transfer) to JIS Customer Services via email.
• Document and report non-escalated calls for next business day follow-up.
• Support unlimited total and simultaneous inbound call capacity.
• Provide fail-over call center services if the primary center becomes inoperable.
• Provide a U.S.-based toll-free number for call forwarding.
• Operate and deliver all services within the United States.
• Maintain properly trained, experienced, and dependable staff throughout the life of the contract.
• Conduct all work professionally, including handling high-stress and time-sensitive caller situations.
• Never request or record Personally Identifiable Information (PII), pin codes, or passwords.
• Use JIS-specified greetings and follow JIS protocols.
• Assign an Account Manager to manage contract operations, serve as the main point of contact, attend meetings, and have authority to make binding decisions.

Qualifications

• Experience with professional call center answering system services.
• Experience providing professional written reports with call metrics and analytics.
• Experience supplying highly qualified call-taking staff with extensive practical call center experience.
• Ability to provide answering service tasks/functions and reports.
• Ability to conduct work professionally in high-stress, time-sensitive situations.
• Ability to obtain necessary licenses or permits to provide services.
• Knowledge of all applicable federal, state, and local laws, rules, regulations, ordinances, and codes related to the services.

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