Bilingual Call Centre Representative – Spanish/ Creole

Duration: 6+ Months
Shift timing: Shifts Morning ( 6 Am – 12:00 Pm ) Evening ( 12:00 pm – 6 Pm ) (Some stretch required based on voicemails received)

Description:

Essential Functions:

• Receives calls primarily from external customers in a high call-volume environment; ensures provision of assistance in a courteous and quality customer service-oriented manner.
• Ensures proper choice and utilization of various communication formats to receive, retrieve, research, document and/or respond to customer needs, e.g., telephone, written form, email.
• Enters data and information in appropriate division systems, providing details and/or specifications on inquiries, complaints, comments, actions taken, and/or manner of resolution; identifies any gaps / inconsistencies; researches and resolves accordingly.
• Provides follow up via phone calls on 'open' items to confirm the provided resolution satisfactorily addressed the customer's needs.
• Identifies when a customer request or concern should be escalated to lead or management staff; provides appropriate follow up on such items to ensure timely and effective resolution.
• Engages in assisting and benefitting newer, less experienced staff in knowledge transfer of department and District practices, procedures and standards.
• Analyzes and interprets data for the purpose of contributing to compilation and submission of records and reports that support operational effectiveness and efficiency.
• Maintains current knowledge of appropriate computer technology as applicable to areas of responsibility.

Performance Effectiveness Criteria:

• In addition to the employee being responsible for each of the performance responsibilities listed herein, annual progress will be assessed with respect to support and achievement of the District Strategic Plan and associated applicable scorecards.
• Capable of lifting/carrying 20 lbs. and occasionally up to 50 lbs.; some physical activity required.

Minimum 3 Years of commercial experience in customer service (Corporate, Industry, public sector.

About our Company: -

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.

Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

HC3

Job Type: Contract

Salary: $16.00 per hour

Shift:

• Day shift
• Evening shift
• Night shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• West Palm Beach, FL 33406: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location