[Remote] Customer Service Representative - OrderID: 5111
Note: The job is a remote job and is open to candidates in USA. TemPositions Group of Companies is seeking several bilingual remote customer service representatives to support a NYC government agency. The Customer Service Representative will serve as the first point of contact for residents seeking government information and services, handling inquiries and routing requests with professionalism and empathy.
Responsibilities
- Answer a high volume of inbound calls from residents requesting city services, information, or complaint resolution
- Accurately log and route service requests into client-specific CRM and case management systems
- Identify callers' needs through active listening and effective probing questions, then provide accurate information using available knowledge base resources
- Escalate complex, sensitive, or urgent inquiries to the appropriate agency or supervisor in a timely manner
- Adhere to call quality standards, including average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) benchmarks
- Maintain thorough and accurate documentation of all caller interactions
- Stay current on government service updates, policy changes, and client-specific procedures through ongoing training
- Maintain professionalism and composure when handling frustrated, distressed, or difficult callers
- Complete after-call work (ACW) including case notes, data entry, and service request confirmation
Skills
- 2+ years of customer-facing experience is required
- Bilingual/Fluent in English and Spanish is required
- Strong technical proficiency and comfort navigating multiple systems
Benefits
- Health plan coverage
- Comprehensive medical options
- Group-rate dental and vision plans
- Prescription drug coverage
- Short-term disability
- A 401(k) plan
- Employee Assistance Program
- Childcare assistance
- The Perks at Work employee discount program
- Paid holidays
- Longevity pay bonuses
Company Overview