Bilingual Spanish Contact Center Representative737558

Job Title: Bilingual (Spanish)Contact Center Representative

Type: Remote

Duration: 7 Months

Location: Boston MA 02109

Summary:

• Serve as the first point of contact for customer serviceinquiries on the Spanish line.
• Handletelephonic email and ticket notifications and requests fromeducators and constituents.
• Primaryresponsibility is to address questions related to the status ofbackground record checks for educators and individuals.
• Conduct background record checks for childcare candidatesworking volunteering or affiliated with licensed funded or approvedprograms as well as childserving residential and placementagencies.
• Utilize organizational andcommunication skills knowledge of background record checkrequirements and collaborative interactions with stakeholders tofacilitate efficient and timely requests.
• Provide technical assistance and relevant information tocallers to help them obtain background record checks for educatorsin early education within Massachusetts.
• Workprimarily by phone as the first point of contact for information onthe status of Background Record Checks triage concerns toappropriate divisions and inform callers of necessaryactions.

DetailedStatement of Duties and Responsibilities:

• Answer calls on the Spanish line and assisteducators and prospective educators through the BRCprocess.
• Address questions about the status ofBRC submissions.
• Update information asrequested and obtain accurate information from callers.
• Explain procedures answer questions and provideinformation to educators and prospective educators.
• Perform general office functions including modifyingapplications such as performing name and credentialchanges.
• Verify eligibility collectdemographic and pertinent information and document results in thecomputer system.
• Communicate with callers andthe BRC Unit to ensure accurate informationdissemination.
• Manage workload withinregulatory requirements and mandated timeframes for processingapplications and renewals.
• Handle confidentialinformation in accordance with department policies and regulatoryrequirements.
• Assist in refining andimplementing unit workflows to enhance efficiency and supportunit/department goals.
• Engage in crosstrainingto develop skills necessary to support all BRC responsibilitieswithin the program coordinator 1 title.
• Handlecustomer inquiries via phone and email/ticket.
• Instruct constituents on basic navigation of the systems(Legacy Navigator etc.).
• Research requiredinformation using available resources and manage and resolvecustomer complaints/questions.
• Provideeducators and constituents with accurate information and escalatepriority issues.
• Document call informationaccording to standard operating procedures when escalatingtickets.
• Route calls and tickets to theappropriate resources and provide followup to calls wherenecessary.
• Attend EEC staff meetings and otherrequired meetings to stay informed of any policy procedure orregulation changes.
• Understand EEC and BRCpolicies and utilize the ServiceNow Ticking System to escalatenecessary issues.

RequiredQualifications:

• Must befluent in oral and written Spanish (this will be tested during theinterview).

PreferredQualifications:

• Excellentattendance and punctuality.
• Comfort working ina highvolume and fastpaced call center environment.
• Ability to answer calls inquiries and requests with asense of urgency.
• Superb attention to detailand ability to meet deadlines.
• Customerservice training or previous call center experience is highlydesired.
• Knowledge of BRC terminology isstrongly preferred.
• Strong communicationtelephone and writing skills.
• Proficiency inMicrosoft Office and general techsavviness.
• Ability to work in multiple computer systemssimultaneously.
• Excellent verbal and writtencommunication skills.