Bilingual Spanish Contact Center Representative

BCforward is currently seeking a highly motivated Bilingual Spanish Contact Center Representative- for an opportunity in Boston, MA 02109

Position Title: Bilingual Spanish Contact Center Representative

Location: Boston, MA 02109

Anticipated Start Date: ASAP
Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.
Pay Rate : $19.00/hr. on w2.
Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

• Bilingual (Spanish) Contact Center Representative to be the first point of contact for callers calling in for customer service on the Spanish line.
• The main duties of the unit include processing telephonic, email and "ticket" notifications, and requests from educators and constituents from throughout the Commonwealth.
• At this time, the prime responsibility of the Contact Center is to be the first point of contact for questions related to educators and individual's status of background record checks.
• EEC conducts background record checks for all childcare candidates working, volunteering or affiliated with a licensed, funded, or approved program.
• EEC is also responsible for conducting background record checks for child serving residential and placement agencies.
• The Contact Center Representative utilizes organizational and communication skills, knowledge of background record check requirements, and collaborative interactions with stakeholders to facilitate efficient and timely requests.
• The Contact Center Representative focuses on providing technical assistance and relevant information to callers to assist them in having pertinent information essential to obtain a background record check for an educator working in early education within Massachusetts.
• The Contact Center Representative works primarily by telephone as the first point of contact for individuals requiring information on the status of the Background Record Check, to triage concerns to the appropriate division, and to inform callers of actions they can take to ensure they have the access and information they need.
• The representative provides advice and direction to the caller about the BRC process.
• The Contact Center Representative demonstrates an understanding of department goals and BRC requirements A Contact Center Representative's job description is to provide courteous and professional phone support to callers, whether they need help with BRC procedures or requirements.
• The Contact Center Representatives supports other divisions within EEC and will continue to grow as the strategic priorities are implemented.
• . Must have the ability and flexibility to change as focus of call demand may shift as strategic priorities and needs of the Commonwealth's children and families change.

Detailed Statement of Duties and Responsibilities:

• Responsible for answering calls on the Spanish line.
• Assist educators and prospective educators through the BRC process.
• Answer questions about the status of the caller's BRC submission.
• Enter updated information as requested.
• Obtain accurate information from educators and prospective educators by answering telephone calls and asking relevant questions.
• Inform educators and prospective educators by explaining procedures; answering questions; providing information.
• Perform related duties as required such as general office functions including but not limited modifying applications such as performing name and credential changes.
• Verify eligibility, collect demographic and pertinent information, and document results in the computer system.
• Communicate with callers regarding any necessary decision data.
• Communicate with the BRC Unit to ensure appropriate information is being disseminated.
• Manage workload within regulatory requirements and mandated timeframes for processing applications and renewals.
• Handle confidential information consistent with department policies and regulatory requirements.
• Assisting refinement and implementation of unit workflows to enhance efficiency and support unit/department goals.
• Assist implementation of all processes and programs in accordance with business plans to provide quality customer service to all customers.
• Engage in cross-training to develop the variable skills necessary to support all BRC responsibilities within the program coordinator 1 title.
• Handle customer inquiries both over the phone and email/ticket.
• Instruct constituents on basic navigation of the systems (Legacy, Navigator, etc.)
• Research required information using available resources.
• Manage and resolve customer complaints/questions.
• Provide educators and constituents with accurate information.
• Identify and escalate priority issues.
• Articulate constituent's issues accurately and document call information according to standard operating procedures when escalating tickets.
• Route calls and tickets to appropriate resource, if/when the call requires
• Provide follow-up to educators and prospective educators calls where necessary.
• Attend EEC staff meetings and other required meetings to stay informed of any changes to policy, procedures, or regulations.
• Understand EEC and BRC policies.
• Utilize ServiceNow Ticking System to escalate necessary issues.

Required Qualifications:

• Must be fluent in oral and written Spanish -this will be tested during interview.

Preferred Qualifications:

• Excellent attendance and punctuality
• Comfort working in a high volume and fast-paced call center environment.
• Ability to answer calls, inquiries, and requests with a sense of urgency
• Superb attention to detail and ability to meet deadlines.
• Customer service training or previous call center experience, highly desired
• Knowledge in BRC terminology strongly preferred.
• Strong communication, telephone and writing skills.
• Proficiency in Microsoft Office/Computer Programs and tech-savviness
• Ability to work in work in multiple computer systems at the same time.
• Verbal and written communication skills

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 222648 when responding to this ad.