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    Bilingual Spanish Contact Center Representative - Boston, United States - MASHPOINT LLC

    MASHPOINT LLC
    MASHPOINT LLC Boston, United States

    2 weeks ago

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    Description

    Job Description

    Job Description

    Job Title: Bilingual (Spanish) Contact Center Representative

    Type: Remote

    Duration: 7+ Months

    Location: Boston, MA

    Summary:

    • Serve as the first point of contact for customer service inquiries on the Spanish line.
    • Handle telephonic, email, and "ticket" notifications and requests from educators and constituents.
    • Primary responsibility is to address questions related to the status of background record checks for educators and individuals.
    • Conduct background record checks for childcare candidates working, volunteering, or affiliated with licensed, funded, or approved programs, as well as child-serving residential and placement agencies.
    • Utilize organizational and communication skills, knowledge of background record check requirements, and collaborative interactions with stakeholders to facilitate efficient and timely requests.
    • Provide technical assistance and relevant information to callers to help them obtain background record checks for educators in early education within Massachusetts.
    • Work primarily by phone as the first point of contact for information on the status of Background Record Checks, triage concerns to appropriate divisions, and inform callers of necessary actions.

    Detailed Statement of Duties and Responsibilities:

    • Answer calls on the Spanish line and assist educators and prospective educators through the BRC process.
    • Address questions about the status of BRC submissions.
    • Update information as requested and obtain accurate information from callers.
    • Explain procedures, answer questions, and provide information to educators and prospective educators.
    • Perform general office functions, including 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 and the BRC Unit to ensure accurate information dissemination.
    • Manage workload within regulatory requirements and mandated timeframes for processing applications and renewals.
    • Handle confidential information in accordance with department policies and regulatory requirements.
    • Assist in refining and implementing unit workflows to enhance efficiency and support unit/department goals.
    • Engage in cross-training to develop skills necessary to support all BRC responsibilities within the program coordinator 1 title.
    • Handle customer inquiries via phone and email/ticket.
    • Instruct constituents on basic navigation of the systems (Legacy, Navigator, etc.).
    • Research required information using available resources and manage and resolve customer complaints/questions.
    • Provide educators and constituents with accurate information and escalate priority issues.
    • Document call information according to standard operating procedures when escalating tickets.
    • Route calls and tickets to the appropriate resources and provide follow-up to calls where necessary.
    • Attend EEC staff meetings and other required meetings to stay informed of any policy, procedure, or regulation changes.
    • Understand EEC and BRC policies and utilize the ServiceNow Ticking System to escalate necessary issues.

    Required Qualifications:

    • Must be fluent in oral and written Spanish (this will be tested during the interview).

    Preferred Qualifications:

    • Excellent attendance and punctuality.
    • Comfort working in a high-volume and fast-paced call center environment.
    • Ability to 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 is highly desired.
    • Knowledge of BRC terminology is strongly preferred.
    • Strong communication, telephone, and writing skills.
    • Proficiency in Microsoft Office and general tech-savviness.
    • Ability to work in multiple computer systems simultaneously.
    • Excellent verbal and written communication skills.
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