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DescriptionNEW CONTRACT AWARDTitan Technologies is hiring multiple bilingual Customer Service Representative positions, based in Houston, Texas, supporting the United States Citizen and Immigration Services (USCIS) where you’ll field highly sensitive calls from applicants regarding their immigration status. If you’ve worked in a Call Center environment, are highly proficient in the use of automated tools, search and information retrieval systems, and knowledge and contact management systems, this role may be for YOU! You must bring strong and compassionate customer service skills and the desire to help others; we’ll provide training.Sound interesting? Read on for more details! Where will you work?In a virtual, fast paced, high volume Call Center based in Houston, Texas
Remotely, in an environment free from distractions, with reliable high speed internet.
Call Center operation is Monday – Friday/5 days a week, (8:00 am -6:00 pm ET)
Must be able to work 40 hours/week
What will you do?You’ll answer high volumes of calls/chats/emails/self-service tickets using a prepared script, which may require probing of callers for specific information. Calls are routine to moderate in complexity.
You’ll gather and verify all required information and document accordingly.
Closely adhere to call center scheduling, ensuring adequate telephone coverage during contact center hours of operation
Exhibit professional and courteous manner with callers, customers and teammates
Perform clerical or administrative duties as assigned
What is the training?You’ll actively participate in telephone skills and program information training sessions
Demonstrate mastery of subject matter within specified timeframes
Upon completion of 30 days service, provide minimum level of telephone customer service to every caller, meeting all documented telephone standards
Upon completion of 90 days service, demonstrate mastery of documented advanced telephone customer service skills
Expectations & Required Qualifications:Must be able to pass pre-employment & government suitability screening & obtain a PIV card
Minimum of High School Diploma or General Educational Development (GED) Certificate
Minimum of twelve months customer service experience
Bilingual – Spanish/English proficiency in spelling, grammar, and speech - verbal and written
Typing/keyboard/computer proficiency (4000 keystrokes per hour – CSGov may require proof of testing)
Must be detail oriented
Exceptional oral and written communication skills are required
Ability to control the pace and flow of the inquiry/request and manage call time effectively
Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers
Ability to listen to and empathize with customers and acknowledge their concerns
Ability to follow protocol and to apply sensitivity and discretion in handling confidential information
Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively
Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner
Ability to use the web to search and retrieve information
Ability to take direction within a team setting and complete team-related work promptly
Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!
Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
