Bilingual (English/Spanish) Contact Center Services Representative

Location
Rockville, MD
Posted
Oct 19, 2020
Closes
Dec 01, 2020
Ref
226468
Function
Administrative, Other
Industry
Other
Hours
Full Time
Sparks has partnered with a company in need of Bilingual (English/Spanish) Contact Center Services Representatives. The representative will ensure that all applicants, recipients, spouses, attorneys, or other member representatives receive extraordinary service when he or she is communicating via phone, fax, written correspondence, or email. The representative may contact the recipient by phone or mail and in each communication provide empathetic and efficient service. If you have the ability to handle a high volume of telephone calls with a STANDARD average daily talk time not to exceed 4 minutes (240 seconds) overall accurately, efficiently and courteously then apply today! We look forward to hearing from you! 301-926-7800.
ESSENTIAL FUNCTIONS
  • Answer incoming phone calls
  • Document phone calls in Sharepoint
  • Provide information to callers from Sharepoint and 2200
  • Navigate and provide accurate information regarding the websites
  • Monitor incoming calls and calls waiting via Taske
  • Receive and respond to incoming emails
  • Pick up and handle messages from Nightline
  • Route calls to appropriate individual or department when necessary
  • Send a fax via RightFax when requested by the caller
  • Print 1099R's and statements when requested by the caller
  • Perform special projects as requested by management

NON-ESSENTIAL FUNCTIONS
  • Create Binbook letters related to phone calls
  • Employer Indexing
  • Process returned mail from various mailings
  • Input change of address in the 2200
  • Enter new participant information in the 2200
  • Prepare new participant packages
  • Calculate estimates using the Expert System
WORK SCHEDULE 35 hours per week, with 1/2 or 1 hour unpaid lunch
QUALIFICATIONS
  • Knowledge, skills and general abilities:
  • Bilingual - communicate in English and Spanish fluently both verbal and written
  • Accuracy - strive for the highest level of accuracy possible from the tools used and processes performed
  • Administrative - manage the workload assigned and inform the supervisor of the status of work assigned
  • Analytical - able to analyze status requests, applications, and inquiries received in written form or verbally
  • Communication - able to effectively and politely communicate with participants, other team members and the supervisor via the telephone, in person, or in written correspondence
  • Creativity - able to find a solution to a participant's issue
  • Customer Service - possess a true service-centered approach to the work
  • Dependability - ensure that attendance and timely arrival support the achievement of the team's goals
  • Flexibility - take direction with a minimal amount of disruption
  • Initiative/Motivation - demonstrate initiative in meeting team goals and show motivation towards service for participants and for team members. Follow up on outstanding contacts and issues with little guidance.
  • Judgment/Maturity - exercise good judgment and act in a mature manner while performing tasks assigned. Exercise maturity when in contact with the outside community regardless of external behavior. Determine quickly when a person contacting NEBF is a risk to himself/herself or others.
  • Knowledge - possess knowledge of the processes performed by the team. Know and implement proper procedures when in contact with a hostile or threatening party either by phone or written correspondence.
  • Math - compute all necessary numbers for processes performed
  • Problem Solving - solve day to day problems and determine when these problems need to be escalated to the supervisor level
  • Teamwork - work as a member of the team
  • Technical skills - perform all processes required of the team
  • Other - develop new skills as required
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary.
Qualified candidates should send their resume AND call Sparks Group for additional details. Please note, resume must include a valid email address in order to be considered. We look forward to discussing your background, your current job search, and your potential career path with Sparks Group!

Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.

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