Job Description

OVERVIEW

Provide support to a 24/7 operational information call center that is open 365 days a year to facilitate travel and effectively process enrollment inquires. The information call center will be established with language appropriate translators to serve the traveling public via telephone calls and emails. 

RESPONSIBILITIES

The Customer Service Representatives primary responsibility is to provide timely and accurate responses to inquiries from travelers around the globe regarding the applications developed and managed by DHS CBP to aid in re-entry, visa renewal services, and other travel and immigration related topics. Additional program support and training will be developed in the future. 

• Identify and respond to live contacts in order to give the appropriate response from the CBP-provided responses and materials. 
• Be able to identify multiple questions/concerns/inquiries in e-mail and respond using CBP -approved response template language. 
• Identify and escalate inquiries that are unique and have no pre-approved template language approved by CBP 
• Be trained to identify and escalate any communication that is suspicious or threatening to the public safety and transportation security. 
• Answer customers questions; make referrals: help clarify CBP policies and procedures 
• Provide general travel assistance information 
• Provide information for filing claims with DHS 
• Assess and transfer any reportable communications to the appropriate departments 
• Input correct information into the CBP Customer Database, including use of correct grammar and spelling, accurate selection of all appropriate contact subject categories and a maximum of 5 resolutions, and addition of any notes or comments pertinent to the contact and/or contact record 
• This new team supports 24-hour operations, with 3 shifts (morning, mid, and overnight) to support the call volumes of all CBP programs. 
• The work schedule is expected to be 40 hrs/week without an expectation of overtime, but some shift flexibility may be required.

REQUIREMENTS

• Must be a US Citizen 
• Must be fluent in both English and Mandarin Chinese (language skills will be assessed during the interview phase) 
• Bachelor of Arts or Science from accredited college or university required 
• 2 years of customer service experience required 
• Flexibility working C Shift (11 PM - 7 AM) 
• Ability to maneuver and use web based applications; possess excellent verbal and vocal skills, exceptional writing skills and technical acumen 
• Applicants selected will be subject to a background investigation and need to meet security eligibility requirements