Job Description

Job Description

Job Description

TechOp Solutions is seeking multiple bilingual call center operators with excellent communication skills (oral and written), strong reading/writing abilities, and experience in a call center environment to support an exciting opportunity in a federal contact center.

The ideal candidates will have experience navigating CRM systems , demonstrate exceptional problem-solving abilities, and thrive in a fast-paced environment. With a strong focus on customer service, they will be dedicated to delivering outstanding support, working both independently and collaboratively as part of a dynamic team.

Duties:

• Promptly handles call intake and analyses for all phone lines in accordance with SOPs
• Productively engages with callers to thoroughly understand their concerns, and applies relevant knowledge to assess and address their issues.

• Conducts database and manual queries as needed to gather information related to inquiries.

• Accurately enters pertinent call information into CRM system.

• Assigns cases to appropriate personnel for follow-up and further action.

• Provides support to data analysts by processing entry-level data entry and analysis tasks as needed

• Other duties as assigned

Requirements

• Bachelor’s degree and two years of related experience; or an associate degree with three years of related experience; or five years of related experience if no degree.

• Experience in responding to requests for information and conducting database searches.

• Bilingual proficiency in English and Spanish.

• Experience with ServiceNow or similar CMS platforms. (Preferred)

• Proficient in Microsoft Office applications.

• Excellent Comprehension and Communication skills

• Ability to work independently, manage tasks, and meet minimum call intake levels

• Law enforcement or immigration experience is preferred.

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