Wednesday, January 19, 2011

Spotlight Job w/State of Georgia

I listed this job earlier today, but decided it was worthy of spotlighting.  Work from home, FT w/full state of Georgia benefits.  Sounds like an awesome opportunity!

Bilingual (Eng-Spanish) Customer Service w/State of Georgia

Annual Salary Minimum: $22,077.93

Annual Salary Maximum: $38,661.83

Salary Details: Entry salary for this position is $26,000 per year.

Duties & Responsibilities: The 1.800.georgia call center is a single point of contact for access to state government services. If a customer doesn't know whom to contact, they may call the 1.800.georgia call center. 1.800.georgia representatives provide a unified solution for contact handling within the state. A statewide Multi-Channel Contact Center (MCCC) and Customer Relationship Management (CRM) solution will support telephone service to state agency customers. Under close supervision, in a call center environment, the Customer Service Specialist (EL):

• Provides World Class Customer Service to internal and external customers at all times.

• Answers phones, email, or faxes to respond to customer requests for both English and Spanish speaking customers

• Uses computer software applications to document calls made and received

• Provides customers with product and service information

• Transfers customer calls to appropriate staff

• Follows up on customer inquires not immediately resolved

• Completes call logs and reports

• Recognizes, documents and alerts the supervisor of trends in customer calls

• Adheres to performance metrics

• Performs necessary research to answer customer inquiries, resolve customer concerns, and prepare reports.
Minimum Training & Experience: High School Diploma or GED AND Six months of experience handling customers' questions, complaints and/or providing information.

Position Specific Minimum Qualifications:

• One (1) year customer service experience, which included direct customer contact in person or by telephone handling a significant number of customers'questions or complaints/concerns.

• Experience in speaking both Spanish and English

• Experience interpreting and translating information from English into Spanish and from Spanish into English

• Six (6) months of call center experience in a high volume call center (OR 1 year customer service experience)

• Experience using Automatic Call Distribution (ACD) Systems

• Possess college degree or current students pursuing a degree from an accredited college or university; (OR education beyond high school diploma or equivalency obtained from an accredited college or university).

Preferred Qualifications: Preference may be given to applicants who, in addition to meeting the Minimum Qualifications, possess the following:

• Working level experience in the use of Microsoft Office computer application software (Word, Excel, Outlook)

• Working knowledge of the programs and functions of a wide range of State of Georgia Agencies

• Ability to work from home

• Experience effectively communicating verbally in a good speaking voice, active listening skills and a pleasant and courteous manner

• Experience analyzing customer’s request or complaint, evaluating issues and determining the correct course of action

• Experience going beyond a customer’s expectations being persistent in satisfying a dissatisfied customer.

• Experience calming and satisfying irate customers

Additional Information: To apply, click the red “APPLY...Add to My Jobs!" button below and complete the on-line Resume Builder. In addition, the hiring agency also requires the following:

• Commitment to Courteous, Helpful, Accessible, Responsive, and Knowledgeable customer service as measured by our four behavioral standards:

o Greet your customers promptly and courteously

o Listen and verify your understanding of the customer’s needs

o Help customers with your answers and actions

o Honor your commitments in a timely manner

• Ability to be flexible in the face of changing work requirements. Must be available to work between 8:00 AM – 6:00 PM Monday through Friday.

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