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ASRC Federal · 4 weeks ago

Bilingual Lead Call Center Representative - Must Reside in DMV Area

Beltsville, MD, USA

Full-time

Hybrid

Mid, Senior Level

$20/hr - $35/hr

2+ years exp

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. They are seeking a Lead Bilingual Call Center Representative fluent in Spanish to support the DOT government agency National Highway Traffic Safety Administration (NHTSA) Hotline. The role involves managing incoming calls and inquiries, ensuring timely resolution of call center problems, and providing excellent customer service.

ConsultingGovernmentInformation TechnologyLogisticsProfessional ServicesSpace TravelStaffing Agency

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Within a call center environment receive incoming calls and inquiries regarding vehicle registration and other matters related to that under the jurisdiction of NHTSA

Handle telephone calls courteously and efficiently using proper telephone etiquette, including but not limited to the following: prepare for incoming calls; speak clearly and properly; listen when taking incoming calls; be sensitive to the needs and moods of callers; deal with irate callers; screen calls effectively; give accurate information; transfer calls appropriately; take complete and accurate messages; conclude a call courteously; handle high volume calls expertly

Ensure the timely process through which call center problems are controlled and resolved

Identify the issue or problem of the inquiry and perform follow-up research to resolve any issues

Qualification

Customer Service ExperienceTeam Lead ExperienceFluency in SpanishMS Office SuiteCommunication SkillsProblem-Solving SkillsOrganizational SkillsTime Management Skills