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