Bilingual Call Center Customer Service Agent

Customer Service Representative
Bilingual English/Spanish
At Fortuity we believe in our people, and in doing good business for the good of our community. Here, you will be part of a growing organization with an opportunity for career development and advancement. Fortuity provides customer service and sales support for corporate clients through engaged and professional teams of experienced agents.

Summary:
Bilingual Customer Support Representatives will provide tier 1 basic information to benefit requestors for federal government client. Escalating more specialized or specific inquiries to the appropriate parties.

Pay: $16.48-17.96/hr 4.93/hr Health and Welfare Supplement
Hours: Operating hours are typically 8:00am-8:00pm EST Mon-Fri
Additional hours or days of operation may be required on occasion
Locations: Columbus, OH (onsite at 775 West Broad street)
Phoenix, AZ (Remote)
Assignment: Full Time, Non-Exempt, Government Client

Responsibilities:

• Interact with customers via telephone or email communications regarding case information in a professional and courteous manner
• Utilize client resources to provide accurate information regarding inquiries or services
• Follow required call scripts, authentication procedures, and identity verification protocols
• Accurately enter and document caller-provided information in designated systems accurately while the caller is on the phone
• Safeguard personally identifiable information (PII) and other sensitive or confidential information at all times
• Escalate issues beyond the agent's scope to the appropriate party, providing contact information and guidance when necessary
• Comply with all federal security, privacy, confidentiality, and workplace policies
• Meet or exceed quality assurance standards, call-handling metrics, and schedule adherence expectations
• Participate in required training, certifications, and ongoing quality monitoring
• Identify call trends and report to leadership
• Perform other related duties as assigned

Education/Experience:

• High school diploma or equivalent required
• 1 year of customer service experience required
• Call center experience, highly preferred

Knowledge/Skills:

• Must be bilingual with fluent proficiency in English and Spanish written and spoken communications
• Excellent verbal and written communication skills including active listening
• Ability to type 4000 keystrokes per hour (approx. 14 words per minute)– proof of testing may be required
• Service-oriented and able to resolve customer concerns
• Proficient computer skills with the ability to learn new software and operate multiple screens
• Ability to clearly explain policies and programs, apply problem-solving skills, and resolve the inquiry/request effectively
• Excellent emotional intelligence to empathize with customers and acknowledge their concerns

Additional Requirements:

• Must be at least 18 years old
• Must be a US citizen and resided in the US for three of the last 5 years
• Must successfully pass a background investigation and federal MRPT suitability screening prior to starting the position including fingerprinting and USCIS Personal Identity Verification (PIV) card credentialing requirements
• Prolonged periods sitting at a desk and working on a computer using headset equipment and virtual phone queues
• Must be able to lift up to 15 pounds at times
• Flexibility to work adjusted shifts, as necessary.
• Accept coaching and performance feedback to improve customer experience and operational performance
• Maintain a professional, respectful, and customer-focused demeanor in all interactions, including calls received in crisis situations, and/or from abusive callers

Remote work requirements (Arizona Applicants ONLY):

• Agents must have a quiet, private workspace where others cannot see protected information or interrupt live calls
• Network speed requirement of 10MB/sec download and 5MB/sec upload
• Government-furnished computer and call equipment will be provided for program use and must be safeguarded and returned when required

Fortuity Calling, LLC, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor. Reasonable accommodations may be available to enable qualified individuals to perform the essential functions.

Pay: $21.41 - $22.89 per hour

Expected hours: 40.0 per week

Work Location: In person

Salary : $21 - $23