Inmate Support Specialist - Cold Spring, KY
1 month ago

Job summary
The Inmate Support Specialist plays a key role in supporting inmates incarcerated at one of our facilities.Responsibilities
- Answering inbound calls from inmates/residents
- The Specialist will be expected to halt all other projects or tasks so that their focus is undivided and attentive to the call they are on.
- The Specialist will be expected to collect enough information about the inmate's requests or inquiry to lead to the point of resolution by asking clarifying and probing questions.
- Fund transfer requestsAccount set up and purchasingDropped call reviewQuality reviewDialing instructionsDevice login assistanceReview and respond to Support messagesReview and work any Inmate Support tickets or voicemails left by inmates.The Specialist will be expected to follow all policies and procedures completing each step that they can prior to escalating the ticket to the appropriate department.Reporting trending issuesand potential risks towards customersand CPC.The specialistwill report any issuesaffecting multiple customersor internal systems being inoperativeor at risktowards amembermanagement/L3.,
Job description
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