Job Description

SUMMARY

Black Turtle Services is a fast-growing start-up that provides multi-channel customer contact management solutions for clients in the US Federal Government and the commercial sector

The Customer Service Representative-Bilingual provides information directly to customers via phone and email. The Customer Service Representative-Bilingual reports directly to the Customer Service Team Lead and takes direction from the Customer Service Supervisor and Site Director. This is an entry level position.

Full-time schedules.

MUST HAVE SCHEDULE FLEXIBILITY.

MUST BE BILINGUAL IN BOTH ENGLISH AND SPANISH WHILE READING CLEARLY AND PROFESSIONALLY.

Pay $10.84 hourly plus $4.18 in Health and Welfare dollars to be used for insurance and other Health and Wellness approved programs.

JOB RESPONSIBILITIES:

• Taking inbound customer service calls
• Utilize scripts, standard operating procedures, and training materials to respond to inquiries in a courteous, timely and professional manner
• Provide accurate responses and documentation of inquiries and complaints from consumers
• Adhere to the Privacy Act as it relates to the confidentiality of information received
• Report problems that occur and assist with resolution
• Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics
• Overtime may be required
• Regular and Predictable Attendance Required
• Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training.

REQUIREMENTS:

• U.S. Citizenship required
• Residency in the U.S. for three of the previous five years required
• High School diploma or equivalent required
• Must be bilingual in both English and Spanish speaking, while reading clearly and professionally
• Must be able to type a minimum of 30 WPM
• Minimum 6 months customer service/secretarial/telemarketing experience required
• Public Trust Background Security Clearance is required including fingerprints
• Criminal background check is required
• Credit check required

SKILLS AND QUALIFICATIONS

• Ability to effectively work within established contractual turnaround times required
• Must have demonstrated excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasks
• Proven ability to work as a team member is required
• Must receive a passing score on required training modules

WE WILL BE TAKING WALK-IN INTERVIEWS MONDAY JANUARY 20TH AND TUESDAY JANUARY 21ST FROM 8:00AM TO 4:00PM (PLEASE BRING A VALID PICTURE I.D. WITH YOU).

BLACK TURTLE SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER

Minorities/Women/Disabled/Veterans/Disabled and other protected categories

Company Description

Black Turtle Services (BTS) is a woman-owned small business dedicated to excellence in multi-channel contact center outsourcing and optimization for our federal and commercial clients. We have multiple sites through-out the United States.