What are the responsibilities and job description for the Afterhours Hotline Agent - Overnights (Part-Time) DMV position at Strategic Management?
Objective The Afterhours Hotline Agent (Remote) supports Compliance Resource Center's (CRC) Hotline Service Center. The duties of the role include receiving hotline calls from individuals and preparing reports of information received from client employees reporting issues, concerns and wrongdoing in their organization. Additionally, the Afterhours Hotline Agent will be responsible for client support duties, such as, assisting new clients with initial setup, managing client support databases, and other associated duties.
The company provides all equipment and training.
This role is available to residents of VA, MD, or DC. Hours offered per week are approximately 15-30 (weeknights/overnights/weekends). Time and a half on holidays.
Coverage for 2am-7am EST is needed.
Essential Functions
- Organize and input client forms into CRC databases.
- Interview and engage each caller and accurately capture the conversation with caller by completing a written report
- Assist with routine metric reports
- Monitor and respond to CRC client support emails
- Manage client contract folders for documentation accuracy
- Provide client support and training for the hotline reporting system
- Create and manage client support files.
Required Education and Experience
- Associate degree
- Proficiency in the Microsoft Office Suite (Excel, Outlook, PowerPoint, Access, and Word)
- Strong English writing and editing skills
Preferred Education and Experience
- Bachelor's degree
- 1-2 years of Customer Service or Call Center experience
- Conversational fluency in Spanish and ability to accurately translate in-coming hotline calls from Spanish-speaking callers
