What are the responsibilities and job description for the Spanish Call Center Associate position at 22nd Century Technologies, Inc.?
Job Title: Spanish Call Center Associate
Location: Dallas, TX 75202
Duration: Contract 3 Months
Job Mode: On-Site
Pay rate: $20 to $24/hour on w2 without benefits
Shift hours: Monday through Friday Regular Hours
Summary:
About our Company: -
22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000 people including 600 Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115 Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80 commercial clients.
Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.
“22nd Century Technologies is an Equal Opportunity Employer" and “US Citizens & all other parties authorized to work in the US are encouraged to apply."
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Location: Dallas, TX 75202
Duration: Contract 3 Months
Job Mode: On-Site
Pay rate: $20 to $24/hour on w2 without benefits
Shift hours: Monday through Friday Regular Hours
Summary:
- Job Profile Summary Under general supervision of the Supervisors in Customer Relations & Support, investigates, addresses and resolves escalated issues and complex customer concerns within DART's transportation system. Serves as a key liaison between customers and internal departments, conducting thorough investigations, coordinating comprehensive resolutions, and implementing strategic initiatives to enhance service quality and customer satisfaction.
- Manage incoming customer concerns by conducting thorough intake processes, accurately documenting complaints, requests, suggestions and commendations with proper grammar, punctuation, and attention to detail. Demonstrate empathy and active listening skills while coordinating with departments to ensure timely response and follow-up on all customer matters.
- Initiate outbound customer contact as needed to conduct follow-up or gather additional information necessary for complaint resolution.
- Network and interface with various DART departments to research and investigate customer concerns. Gather comprehensive information from multiple sources and build rapport with key contacts to facilitate thorough case resolution.
- Conduct comprehensive investigations to validate customer concerns and identify root causes. Analyze operational processes, service delivery, and system performance. When appropriate, recommend courses of action to expedite customer resolution and improve service delivery processes based on investigation findings and customer feedback analysis.
- Assist with ongoing customer service projects designed to promote DART services and enhance customer experience. Maintain detailed project documentation and progress reports.
- Prepares reports regarding job duties and activities such as weekly scheduled activities and status. Process mobile ticketing application Back Office including but not limited to account adjustments and billing inquiries while
- maintaining strict accuracy and confidentiality standards.
- Prepare comprehensive reports on job duties, activities, and customer resolution outcomes. Maintain detailed records of customer cases and resolution progress.
- Maintain, monitor and operate communication equipment including phone systems, headsets, and specialized customer
- service technology. Report equipment malfunctions promptly to appropriate personnel to ensure continuous service delivery.
- Utilize advanced transit management systems including Swiftly, Trapeze, and internal databases, etc. to research and provide accurate, real-time information to customers.
- Other duties as assigned to support department objectives and customer satisfactions goals.
- Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.
- High school diploma or equivalent; additional education or certification in customer service is a plus.
- Four (4) years' experience in a high-call volume center environment with demonstrated proficiency in handling escalated customer complaints and complex issue resolution. Proven track record of de-escalation techniques and conflict resolution.
- Experience with multi-channel communication platforms (Phone, email, chat, etc.)
- Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles
- Advanced proficiency in Microsoft Office suite and related software applications
- Demonstrated expertise in customer relationship management (CRM) systems and database navigation
- Ability to work variable shifts, irregular hours, nights and weekends.
About our Company: -
22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000 people including 600 Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115 Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80 commercial clients.
Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.
“22nd Century Technologies is an Equal Opportunity Employer" and “US Citizens & all other parties authorized to work in the US are encouraged to apply."
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Salary : $20 - $24