What are the responsibilities and job description for the Inmate Support Specialist position at Combined Public Communications?
Job Summary: The Inmate Support Specialist plays a key role in supporting the inmates and residents that are incarcerated at one of the facilities we service.
Key Responsibilities – but not limited to:
- Answering inbound calls from inmates/residents
- The Specialist will be expected to halt all other projects or tasks so that their focus is undivided and attentive to the call they are on.
- The Specialist will be expected to have distinguished customer service skills and phone etiquette on each call.
- The Specialist will be expected to collect enough information about the inmate’s requests or inquiry to lead to the point of resolution by asking clarifying and probing questions.
- Investigate and fulfill inmate inquiries and requests for- but not limited to:
- Fund transfer requests
- Account set up and purchasing
- Dropped call review
- Quality review
- Dialing instructions
- Device login assistance
- Review and respond to Support messages
- The Specialist will be expected to work messages based on FIFO (First In, First Out) method
- Review and work any Inmate Support tickets or voicemails left by inmates.
- The Specialist will be expected to work tickets based on FIFO (First In, First Out) method. The Specialist will be able to also consider exceptions to this:
- The Specialist will be expected to work tickets in a timely manner, without forsaking quality.
- The Specialist will be expected to follow all policies and procedures, completing each step that they can, prior to escalating the ticket to the appropriate department.
- Reporting trending issues and potential risks to our customers and to CPC.
- The Specialist will be expected to report any issues that may be affecting multiple customers and internal systems being inoperative or at risk to a member of management or L3.
Full Time: Monday-Friday, 9am-5pm with the potential of rotating weekends.
Benefits: ESOP, 401K, Medical, Dental, Vision