737558 Bilingual Spanish Contact Center Representative, Boston, MA , 7 Months contract
Sigma, Inc is looking for a Bilingual Spanish Contact Center Representative to work remotely with our team located in Boston,MA.
This is with Commonwealth of MA and Department of Early Education and Care.
Shift
: M- F, 8.45am - 5 pm EST
Location
: Boston but primarily remote as the rest of the Contact Center is remote except 1 day a month in office
Duties and Responsibilities :
Responsible for answering calls on the Spanish line
Assist educators and prospective educators through the BRC process
Answer questions about the status of the caller's BRC submission
Enter updated information as requested
Obtain accurate information from educators and prospective educators by answering telephone calls and asking relevant questions
Inform educators and prospective educators by explaining procedures; answering questions; providing information
Perform related duties as required such as general office functions including but not limited modifying applications such as performing name and credential changes
Verify eligibility, collect demographic and pertinent information, and document results in the computer system
Communicate with callers regarding any necessary decision data.
Communicate with the BRC Unit to ensure appropriate information is being disseminated
Manage workload within regulatory requirements and mandated timeframes for processing applications and renewals
Handle confidential information consistent with department policies and regulatory requirements
Assistin refinement and implementation of unit workflows to enhance efficiency and support unit/department goals
Assist implementation of all processes and programs in accordance with business plans to provide quality customer service to all customers
Engage in cross-training to develop the variable skills necessary to support all BRC responsibilities within the program coordinator 1 title
Handle customer inquiries both over the phone and email/ticket
Instruct constituents on basic navigation of the systems (Legacy, Navigator, etc.)
Research required information using available resources
Manage and resolve customer complaints/questions
ducators and constituents with accurate information
Identify and escalate priority issues; • Articulate constituent's issues accurately and document call information according to standard operating procedures whe nescalating tickets
Route calls and tickets to appropriate resource, if/when the call requires
Provide follow-up to educators and prospective educators calls where necessary
Attend EEC staff meetings and other required meetings to stay informed of any changes to policy, procedures or regulations
Understand EEC and BRC policies
Utilize ServiceNow Ticking System to escalate necessary issues
Other duties as assigned
Required Qualifications
:
Must be fluent in oral and written Spanish -this will be tested during interviews
Excellent attendance and punctuality
Comfort working in a high volume and fast-paced call center environment
Abilityt o answer calls, inquiries, and requests with a sense of urgency
Superb attention to detail and ability to meet deadlines
Customer service training or previous call center experience, highly desired
Knowledge in BRC terminology strongly preferred
Strong communication, telephone and writing skills
Proficiency in Microsoft Office/Computer Programs and tech-savviness
Ability to work in work in multiple computer systems at the same time
Verbal and written communication skills
Listening skills
Problem solving and analytical skills
Customer service skills
Organizational skills
Sound judgment
Adaptability
Teamwork
Stress tolerance
Resilience
Empathy
