Part-Time Call Center Customer Service Representative (DC Resident) - Bilingual Support for District of Columbia's Social Services

Join Our Team: Delivering Exceptional Customer Service in a Dynamic Call Center Environment

CRP, Incorporated (CRP), a leading professional services and management consulting firm, is seeking a highly skilled and dedicated Part-Time Call Center Customer Service Representative to support its call center projects. As a key member of our team, you will play a vital role in providing top-notch customer service to the residents of the District of Columbia, addressing their queries and concerns related to social services such as SNAP, TANF, and Medicaid.

About Us

At CRP, we pride ourselves on our commitment to diversity and inclusion, which is deeply ingrained in our corporate culture. We strive to create a work environment that is welcoming, inclusive, and supportive of our employees' diverse backgrounds and perspectives. As a part of our team, you will have the opportunity to work on challenging projects, develop your skills, and grow professionally in a dynamic and fast-paced environment.

Key Responsibilities

• Communicate effectively with consumers via phone, chat, and email to address their concerns and provide support related to the District of Columbia's social services.
• Maintain regular and predictable attendance, working a part-time scheduled shift without exceptions, excessive delays, or absences.
• Follow call center scripts, standard operating procedures, and guidelines to ensure consistency and accuracy while meeting key performance indicators (KPIs).
• Handle large volumes of inbound and outbound calls professionally and promptly, navigating multiple applications and screens to provide accurate information to consumers.
• Collect and analyze customer information and inquiries, maintaining accurate Customer Service Logs (CSLs) and data for each call.
• Meet monthly performance goals of 90% or greater by adhering to project policies, procedures, and guidelines.
• Present a professional image on camera (webcam) via Zoom as needed during shifts or meetings.
• Manage multiple priorities, function as a team player, and assist less experienced peers as needed.
• Consult with senior peers on complex issues, following escalation procedures to resolve concerns.
• Work effectively in a remote (virtual) call center environment, performing other duties as assigned.

Essential Qualifications and Skills

To succeed in this role, you will need to possess the following essential qualifications and skills:

• High School diploma or equivalent.
• One or more years of experience working in a high-call-volume call center environment.
• Proficiency in Microsoft Office Suite (Teams, Word, Excel).
• Excellent written and verbal communication skills, with a professional demeanor and phone etiquette.
• Ability to manage multiple priorities, work independently, and function as a team player.
• Meticulous attention to detail and active listening skills.
• Adaptability in a fast-paced, ever-changing environment.
• Ability to take constructive criticisms and openness to coaching and additional training.

Preferred Qualifications

While not mandatory, the following qualifications are highly preferred:

• Fluency in both English and Spanish languages.
• Experience using Amazon Workspace, Amazon Connect, Salesforce, Slime, Slack, and Zoom.
• Background in medical front office support, claims processing, Medicaid, or healthcare.
• Residency in the District of Columbia.

What We Offer

As a Part-Time Call Center Customer Service Representative at CRP, you will enjoy:

• A competitive hourly rate of $17.20.
• A part-time schedule of 20 hours per week, with no weekends.
• Opportunities for career growth and professional development in a dynamic and supportive environment.
• A culture that values diversity and inclusion.
• The flexibility of working in a remote (virtual) call center environment.

Equipment and Workspace Requirements

To work effectively in this role, you will need to meet the following equipment and workspace requirements:

• A personal computer or laptop with the latest software updates.
• Reliable high-speed internet access with a minimum of 50 Mbps download speed.
• A wired connection/Ethernet (hotspots, public, and unsecured internet service locations are prohibited).
• A headset with noise-canceling microphone and USB connectivity.
• A webcam (embedded or portable with USB plug/play activation).
• A dedicated, quiet, and well-lit workspace with a comfortable desk and chair.

Why Join Us?

At CRP, we are committed to creating a work environment that is supportive, inclusive, and challenging. As a Part-Time Call Center Customer Service Representative, you will have the opportunity to:

• Develop your skills and expertise in a dynamic call center environment.
• Work on projects that make a positive impact on the lives of District of Columbia residents.
• Collaborate with a team of dedicated professionals who share your passion for delivering exceptional customer service.
• Enjoy a flexible work arrangement that allows you to balance your work and personal life.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role.

Don't miss this chance to join our team and make a difference in the lives of others!

To be eligible for this role, you must be a resident of the District of Columbia. If you are excited about this opportunity, please click on the link to apply: Apply Now!