CSR - Bilingual Job at InspiriTec
PURPOSE OF POSITION:
The mission of the Victims of Crime Compensation Office (VCCO) is to provide compensation to innocent victims of crime for specific types of expenses they suffer as a result of a crime. In carrying out its mission, VCCO is mindful of the special needs of those victimized by crime and their right to be treated with fairness, compassion, and respect. In VCCO’s continuing effort to help make crime victims whole, VCCO strives to provide compensation to victims by considering each victim’s unique and personal circumstances. In doing so, VCCO is able to assist each claimant by providing compensation for the services needed to help reestablish balance in a victim’s life.
CSRs will represent VCCO in responding to general inquiries from consumers calling into the VCCO helpline. A CSR must at all times maintain a positive image of the VCCO, while providing accurate information in a professional manner. A CSR must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. A CSR must know the proper steps to take to provide each caller with the proper response or direction. CSR’s may also be responsible for assisting with mail and fax requests during lull’s in call volume.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Duties and responsibilities include, but are not limited to:
Respond to claimant’s inquiries/requests
Answer VCCO switchboard between the hours 9-5 PM or 8:30-4:30- Answer general questions such as mailing and email address, fax number, etc.
- Forward messages by email or transfer message to the assigned Investigator or unit.
- Show empathy for claimants’ problems and resolve issues by taking appropriate action; research and resolve customer disputes and inquires
- Actively listen, ask probing questions, and communicate in clear and understandable terms.
Provide professional assistance at all times
- Present a professional and courteous image to represent customer-focused InspiriTec standards
- Use proactive listening skills and attend to non-verbal cues to better understand the customers’ perspectives, behaviors, and motivations
- Monitor, evaluate, and adapt behavior to respond to a variety of ages, ethnic, and cultural backgrounds
- Adapt behavior and opinions to different situations, individuals, or changing priorities
- Display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard
- Remain calm and professional throughout stressful circumstances
- Immediately alert management to errors occurring in work processing
- Conduct self in a manner that maintains a harmonious working relationship
- Act with integrity and professionalism at all times
General Care Center responsibilities
- Maintain positive, consistent, and effective communication with all members of the care center team
- Adhere to all established InspiriTec and Office of Attorney General policies and procedures
- Perform other duties as assigned
- Attend meetings as required
- Provide support to other positions/operations in cases of heavy workloads or absences
- Provide process, customer service and training improvement suggestions
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Ability to apply effective and empathetic listening in conversations with customers- Must have experience working in customer service
- Must be Bilingual (ability to speak and write in English and Spanish)
- Ability to understand and follow oral and written instructions
- Strong written and verbal communication skills (10thgrade level or equivalent)
- Ability to utilize appropriate discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse
- Ability to understand customers needs quickly and develop appropriate response
- Ability to focus on and provide customer satisfaction
- Ability to effectively relate to others and to work as part of a team
- Multi-tasking ability especially on the computer and good organization skills
- Experience in responding to written and verbal customer inquiries.
- Ability to use office equipment such as PCs, copier, and fax machine, and navigate through the internet
- Ability to type at least 35 WPM
WORKING CONDITIONS
- Uses personal computer or computer terminal and views work product on computer monitor
- Quick-reaction/customer-focused team environment
- Handles information of sensitive and/or business-confidential nature
Please Note :
clarksqn.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, clarksqn.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.