- Responsible for answering calls on the Spanish line
- Assist educators and prospective educators through the BRC process
- Answer questions about the status of the caller's BRC submission
- Enter updated information as requested
- Obtain accurate information from educators and prospective educators by answering telephone calls and asking relevant questions
- Inform educators and prospective educators by explaining procedures; answering questions; providing information
- Perform related duties as required such as general office functions including but not limited 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 regarding any necessary decision data.
- Communicate with the BRC Unit to ensure appropriate information is being disseminated
- Manage workload within regulatory requirements and mandated timeframes for processing applications and renewals
- Handle confidential information consistent with department policies and regulatory requirements
- Assistin refinement and implementation of unit workflows to enhance efficiency and support unit/department goals
- Assist implementation of all processes and programs in accordance with business plans to provide quality customer service to all customers
- Engage in cross-training to develop the variable skills necessary to support all BRC responsibilities within the program coordinator 1 title
- Handle customer inquiries both over the phone and email/ticket
- Instruct constituents on basic navigation of the systems (Legacy, Navigator, etc.)
- Research required information using available resources
- Manage and resolve customer complaints/questions
- ducators and constituents with accurate information
- Identify and escalate priority issues;
•Articulate constituent's issues accurately and document call information according to standard operating procedures whe nescalating tickets - Route calls and tickets to appropriate resource, if/when the call requires
- Provide follow-up to educators and prospective educators calls where necessary
- Attend EEC staff meetings and other required meetings to stay informed of any changes to policy, procedures or regulations
- Understand EEC and BRC policies
- Utilize ServiceNow Ticking System to escalate necessary issues
- Other duties as assigned
- Must be fluent in oral and written Spanish -this will be tested during interviews
- Excellent attendance and punctuality
- Comfort working in a high volume and fast-paced call center environment
- Abilityt o 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, highly desired
- Knowledge in BRC terminology strongly preferred
- Strong communication, telephone and writing skills
- Proficiency in Microsoft Office/Computer Programs and tech-savviness
- Ability to work in work in multiple computer systems at the same time
- Verbal and written communication skills
- Listening skills
- Problem solving and analytical skills
- Customer service skills
- Organizational skills
- Sound judgment
- Adaptability
- Teamwork
- Stress tolerance
- Resilience
- Empathy
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Bilingual Spanish Contact Center Representative-Remote - Boston, United States - Sigma
Description
737558 Bilingual Spanish Contact Center Representative, Boston, MA , 7 Months contractSigma, Inc is looking for a Bilingual Spanish Contact Center Representative to work remotely with our team located in Boston,MA.
This is with Commonwealth of MA and Department of Early Education and Care.
Shift : M- F, 8.45am - 5 pm EST
Location : Boston but primarily remote as the rest of the Contact Center is remote except 1 day a month in office
Duties and Responsibilities :
