738 Customer Service Roles jobs in Saint Albans

Position Title: Bilingual Call Center Representative
Department: Dispatch
Location: Corporate Headquarters
Employment Type: Full-Time
Schedule: 10:00 AM - 6:30 PM

Job Summary:
We are seeking a dedicated and enthusiastic Bilingual Call Center Representative to join our customer service team. This role is essential in providing exceptional service to our Spanish-speaking customers. The ideal candidate will possess strong communication skills, a passion for helping others, and the ability to handle customer inquiries effectively.

Under the supervision of the Customer Service Manager, the Call Center Representative is primarily responsible for inbound and outbound calls surrounding student transportation operations at the NYCSBUS not-for-profit organization. Representatives of the NYCSBUS Call Center team answer and address incoming calls from members of the community inquiring about a range of questions and concerns. Will provide generalized feedback, provide comprehensive information, check location of buses, take notes, and record discrepancies.

Responsible for thorough record and rapid response time. Will often troubleshoot situations by providing callers with information received by Customer Service

Representatives or utilized technology systems via phone and email communication modes.

Answers incoming phone calls from parents, guardians, school officials and their staff, community members, or others as needed; responds to received inquiries, concerns, or complaints in a timely and appropriate manner

Responsible for email communication in same fashion as phone services; provides callers or emailed inquiries with same rapid response with detailed information and guidance

Researches required information using the available resources in technology capability, Customer Service Representatives, Field Supervisors, Routers, or others as needed

Thoroughly listens to callers inquiry and provides information in a professional and sincere tone and direction

Enters caller information and details of the call into incident management tracking system; may be required to provide record of call logs as needed; records details of comments, inquiries, complaints, and actions taken

Identifies escalating priority issues and reports situations to leadership as soon as possible

Re-routes inbound calls to the appropriate resources, as needed; keeps an updates organization call list and chain of command

Follows up on complicated customer calls where required

Completes call notes and call reports as necessary; updates as needed

Obtains and evaluates all relevant data to handle complaints and inquiries

Ensures full comprehension of GPS bus tracking software and other available tools in order to provide accurate and up to data information to callers
Manages administration of first step by getting information to whom it needs to go; communicates and coordinates within internal functions including routing and financial departments

Responsible for completing all necessary training including de-escalation and customer service technique

Perform other duties as assigned and directed

Experience:

1 year of experience in a Call Center Representative role for a large organization, and/or;
1 year of demonstrated experience in a generalized customer service role may suffice for the right candidate
High School Diploma or equivalent
Established experience in complaint resolve and incident management a must
Demonstrated ability to improve organizational procedures and work effectively to improve operations
Experience in data collection and information sorting
Experience in customer service outreach techniques and methods
Strong written and verbal communication skills
Ability to work a flexible schedule
Multilingual speaking and writing skills a plus

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

To us, CoServe means that “we’re in it together” with our business partners. Your priorities are our priorities, and we are vested in your success. This core perspective drives everything we do. We’ve found that working together is what creates long-term value and profitability. Our mission is to serve you first, and in serving you, we win together. Our vision is to help discover the very best talent on the planet. And then help those people find their ideal work opportunity. CoServe's specific focus is IT and Telecommunication. As serving others has always been our M.O., we have built deep, lasting relationships over the last few decades. These relationships are what make the difference in finding the exact right person at exactly the right time. Job Description Leading publicly traded media and telecommunications company seeks a Senior Project Manager to be responsible for managing and directing the implementation of one or more large-scale Information Systems (IS) Projects as assigned by the Program Manager. The Senior Project Manager is also directly responsible for managing / overseeing project: scope, cost, schedule, risk, human resources, communications, procurement and change. Additionally, the Senior Project Manager coordinates IT and non-IT resources to consistently deliver high quality products and services on-time and within budget. The key focus of this position is overall management of all CCIS (Call Center Information Systems) projects ensuring delivery of such projects on-time, on-budget with required business functionality. These projects include application development (e.g., JAVA, J2EE, C, XML, VXML, custom integration), call center technology (e.g. ACD, IVR, CTI, digital call recording, workforce management, operational analysis and reporting) and maintenance and enhancement projects utilizing a variety of new computing architectures (e.g., client/server, intranet, Web). Qualifications 8+ years of project management responsibility, demonstrating leadership skills and managing technical staff and financial resources through various life-cycle phases (cross functional experience highly desirable) 8+ years of information systems or relevant business experience in the development, implementation, and maintenance of information systems, preferably across multiple hardware and software platforms.database systems, such as Oracle or RedShift, on Big Data Platforms on cloud infrastructure Experience in full systems development, software development and project management life cycles with both custom development and package based application deployment Detailed knowledge of call center technology systems (e.g., ACDs, IVRs, workforce management, quality systems, digital call recording). Experience in infrastructure definition and deployment, and project management life cycles related to implementing new and refreshing/upgrading existing environments. Knowledge and use of formal software development lifecycle methodologies, including: “Waterfall”, RAD and Conference Room Pilots Knowledge of relevant infrastructure technology and tools including thick client, WAN, voice technologies, VOIP, network server, workstation, etc. Knowledge and use of formal Quality Assurance (QA) processes, including: use case development, code reviews, defect tracking, unit testing, systems testing, integration testing and performance testing Knowledge of relevant technology, tools and middleware, including Java, HTML, XML, CGI, SQL, C/C++, 4GLs, OLE/MS Office, Window, ODBC, GUIs, RPCs, Vitria, Tibco and various RDBMSs Ability to adapt to rapidly changing technology and apply it to business needs Understands development and implementation of large-scale, complex applications in a call center technology environment. Experience with Aspect, Genesys, Verint or similar call center technology packaged solutions Formal project management training/certification (e.g., Project Management Institute- “Project Management Professional (PMP)”) is required Bachelor’s degree in Business (or Management), Computer Science, Engineering, or related discipline preferred. Minimum of 60 college credits required, or military experience or accredited trade/technical certification Additional Information This is an opportunity we are looking to hire asap, please apply soon! #J-18808-Ljbffr

Maximus is currently hiring for Call Center Supervisors to join our Veterans Evaluation Services (VES) team. This is a remote opportunity. The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.

Due to contract requirements, only US Citizen or a Green Card holder can be considered for this opportunity.

Essential Duties and Responsibilities:

- Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed

- Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources

- Develop work schedules and assign duties to direct report personnel to ensure efficiency

- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources

- Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks

- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports

- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis

- Participate in meetings and recommend changes to policies and procedures

- Assume leadership responsibility for departmental tasks and call center activities as required

- Support and enforce call center expectations

- Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

- Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership

- Maintain a high level of confidentiality while performing all work tasks
- Perform other duties as assigned by leadership.

Please note upon hire, Veteran Evaluation Services (VES), a Maximus Co. will provide all necessary computer equipment that is to be utilized to fulfil the duties of your role. New hires will not be exempt from using company provided equipment.

Home Office Requirements Using Maximus-Provided Equipment:

- Internet speed of 20mbps or higher required (you can test this by going to

- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router

- Private work area and adequate power source

- Must currently and permanently reside in the Continental US

Minimum Requirements

- Bachelor's degree in related field.

- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.

Previous Call Center Supervisor or Call Center leadership experience is preferred.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

64,000.00

Maximum Salary

$

64,000.00