Customer Service Agent

POSITION SUMMARY

We are looking for a Customer Service Agent (CSA) join our Language Line Solutions team. Customer Service Agent (CSA) are for collecting the information from the client accurately and correctly and deviate the call to the interpreters.

Essential Responsibilities:

         Answer incoming calls in a timely and professional manner, responds to routine questions and takes complaints from the general public; inputs and/or logs information received into the call center’s communications and computer system; directs requests to the appropriate department or agency for further action

         Properly log each call and ensure that the caller receives the correct information

         Maintain professionalism at all times even during stressful phone interactions

         Assists with other Call Center duties, such as emergency operations, special projects, and training responsibilities or other similar tasks

         Must maintain specific knowledge of related computer software required to perform any role, function or task required for day-today operations relating to issuance of work orders and and/or information requests

         Maintains working knowledge of all policies regarding the activities required for all city department’s day-to-day operations. Must be familiar with all city department’s times of operations, services performed, after hour procedures and contact persons for specific functions

         Must use prescribed telephone etiquette and follow customer service procedures; must be courteous to citizens and employees

         May be required to work overtime, weekends, holidays, and/or during declared emergencies

         Maintain excellent diction, grammar, voice quality, and articulation

         Combines knowledge of product, good work ethic, effective time management skills, and human relations skills to meet performance standards and positively influence the call center’s image

         Demonstrates a commitment to learning quickly and effectively applying knowledge

         Demonstrates a commitment to supporting a productive, positive work environment

Minimum Qualifications:

         High School diploma or equivalent

         Bachelor’s degree preferred

         At least 1 year of professional, in-bound, call center customer service experience preferred

         Must successfully pass criminal background checks & drug tests

         Must be available to work assigned shift between the hours of 6:30 a.m. and 11 p.m.

Required Skills:

         Accurate keyboarding ability

         Excellent Customer Service Skills and an interest in public service

         Exceptional multi-tasking and organizational skills

         Excellent written and verbal communication skills

PF, Gratuity, Bonus