Bilingual (Spanish) Contact Center Agent - Junior - Vienna, United States - Integral

Integral

Verified Company

Vienna, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:

Bilingual (Spanish) Contact Center Agent - Junior (Tier 1)

Remote, Coverage is 8am to 8pm EST Monday through Friday

Active Secret Clearance

Responsibilities:

a. Deliver service and support to FinCEN customers.

c. Gather customer's information and determine the issue by evaluating and analyzing the symptoms.

e. Research required information using available resources, including knowledge bases, training materials and published solutions.

l. Follow established FinCEN processes and procedures.

f. Identify and escalate priority issues and redirect problems to appropriate resource.

g. Accurately process and record call transactions via computer using FinCEN's ticketing system.

h. Follow up and make scheduled call backs to customers, per standard procedures (when applicable).

i. Stay current with FinCEN system information, changes, and updates, per direction.

Qualifications:

Required:

Qualifications and Skills

Experience: 6 months of contact center experience required.
Education: High school diploma or GED required. Associate degree preferred.
Active Secret security clearance required.
Must meet "Full Professional Proficiency" (Level 4) as defined by the US State Department for both English and Spanish.

Skills and Abilities:

Experience researching problems, analyzing trends, and distributing findings
Wellversed in customer service best practices, ensuring highquality interactions.
Strong in conveying information clearly and effectively, in writing or verbally.
Skilled with contact center and CRM tools, facilitating efficient issue resolution.
Agile in responding to fastpaced work demands and adept at solving problems.
Committed to working collaboratively, aiming for timely and successful outcomes.

Telework Setup Requirements:

Specified Work Area: An allocated section in the agent's residence, exclusively utilized for professional tasks.
This zone must be conducive to focused work, devoid of disruptions, ensuring customer engagements are conducted without background disturbances.

Company

Overview:
Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes.

Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success.

The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in Tysons Corner, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal

Our package also includes:

Medical, Dental & Vision Insurance
Flexible Spending Accounts
Short-Term and Long-Term Disability Insurance
Life Insurance
Paid Time Off & Holidays
Earned Bonuses & Awards
Professional Training Reimbursement
Paid Parking
Employee Assistance Program

Integral is committed to hiring and retaining a diverse workforce.

We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.