Position: Contact Center Agent
Language: Bilingual Spanish
Senture provides both inbound and outbound premium customer care call support to various federal, state, and commercial accounts. We pride ourselves on our high level of customer care and care significantly about our employees.
The Contact Center Agent will provide call support as the “voice of the Government,” helping the public navigate and understand Government programs and services. Agents are expected to provide exceptional customer service while following protocols and guidelines. Agents will locate and guide citizens to specific government information or resource that will help them with their unique inquiry. Responsibilities may include:
- Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction.
- Document each customer’s inquiry information into a database.
- Verify customer’s information, making corrections and updates as needed.
- Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
- Follow-up with callers as necessary.
- Use statistical contact center data to make improvements to performance.
- Outbound calling for surveying to obtain client specific information.
- Shift and Schedule adherence.
Agents will be provided with the equipment, training, and support needed to ensure they are successful.
This position allows employees to work onsite OR work from home.
Requirements:
High School Diploma or GED
Fluent in Spanish: reading, writing, comprehension
Prior call center or customer service experience highly desired
Effective verbal and written communication skills
Ability to multi-task
Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
Ability to sit for extended periods of time
Ability to successfully pass a background investigation and drug screen
Must successfully pass preemployment criteria testing and when applicable, an internet speed test
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
