Customer Service Representative (Spanish Bilingual)

Job Description

Company Overview:

SCRAM Systems is a leading provider of alcohol and location monitoring hardware, software, and mobile apps, including the SCRAM Continuous Alcohol Monitoring® (SCRAM CAM®) bracelet, the LifeSafer® L250 Ignition Interlock device, and LifeSafer Intelligence Speed Assistance. We provide an integrated approach to supporting our customers by offering solutions specific to court and agency needs in the community corrections industry throughout all phases of client management.

As a company, we are committed to continuing our tradition of re-engineering operations to streamline processes, enhance productivity, and improve client outcomes through constant innovation. Our purpose is to change lives, reunite families, and make our communities safer through advanced technology and world-class service.

Job Summary: Our Customer Service Representative (CSR) is responsible for interacting with our customers, clients, and offices to handle inquiries, resolve issues, and provide information about our products and services.

Duties/Responsibilities

• Respond to customer inquiries via phone, email, and text
• Resolve complaints, troubleshoot equipment and program issues, and provide solutions
• Process client payments through online portal
• Office scheduling and coordination
• Maintain client records and document interactions
• Provide accurate information about products, services, policies, and procedures
• Alerts follow up for local offices, including communications, equipment, and maintenance alerts.
• Clear consistent communications to office staff and management regarding any client or customer issues.
  
  

Skills/Abilities

Required Experience:

• Strong communication and active listening skills
• Problem-solving and conflict resolution abilities
• Patience, empathy, and professionalism
• Basic computer and data entry skills
• Ability to multitask and manage time effectively
• Spanish Bilingual written & verbal communication required
  
  

Education And Experience

• High School Diploma or Equivalent
  
  

Physical Requirements (With Or Without Reasonable Accommodation)

• Sitting: Over 70 %
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
  
  

Comprehensive Benefits Package

At SCRAM, we prioritize the well-being and financial security of our employees. We understand that benefits play a crucial role in ensuring our team members feel supported and valued. That's why we offer a comprehensive benefits package that includes:

• Retirement Savings:
• 401(k): We offer a 401(k)-retirement savings plan to help you plan for your future financial security.
• 401(k) Matching: SCRAM provides a 100% match for the first 3% contributed and another 50% match for the next 2% contributed, amplifying your savings potential.
• Health and Wellness:
• Health Insurance: We provide comprehensive health insurance coverage to safeguard your health and that of your family.
• Dental Insurance: Our dental insurance plan ensures access to quality dental care for you and your dependents.
• Vision Insurance: Take care of your vision health with our vision insurance coverage.
• Health Savings Account (HSA): Our HSA option allows you to save pre-tax dollars for medical expenses, providing flexibility and savings opportunities. We strongly value saving for your wellness, so the company provides an employer contribution towards your HSA annually.
• Flexible Spending Account (FSA): With our FSA, you can set aside pre-tax dollars to cover eligible medical expenses not covered by your health insurance plan. You can also save pre-tax dollars to help cover the cost of child care with our Dependent Care FSA.
• Financial Protection:
• Disability Insurance: We offer company paid short and long term disability insurance to provide financial protection in the event of injury or illness that prevents you from working.
• Life Insurance: Ensure the financial security of your loved ones with our company paid life insurance coverage at 1.5x your annual salary. Want more coverage – supplemental life is also available.
• Work-Life Balance:
• Paid Time Off: We understand the importance of work-life balance. That's why we provide generous paid time off, allowing you to recharge and enjoy life outside of work.
• Paid Sick Time: Your health matters to us. We offer paid sick time to support you during times of illness.
• Employee Assistance Program (EAP): Our EAP offers free confidential counseling and support services to help you navigate personal or professional challenges.
• Additional Perks:
• Referral Program: We believe in the power of teamwork and collaboration. Our referral program rewards you for referring talented individuals to join our team.
• Tuition Reimbursement Program: We support the professional growth of all employees, but understand that going back to school is expensive. We offer tuition reimbursement up to the IRS limit annually to help our employees flourish.
  

At SCRAM, we are committed to empowering our employees to thrive both personally and professionally. Join us and take advantage of our comprehensive benefits package as you embark on a rewarding career journey with us.

Keyword: Customer Service