Provide support to a 24/7 operational information call center that is open 365 days a year to facilitate travel and effectively process enrollment inquires. The information call center will be established with language appropriate translators to serve the traveling public via telephone calls and emails.
The CSRs primary responsibility is to provide timely and accurate responses to inquiries from The People’s Republic of China citizens wishing to renew and update their biographical B1, B2 and B1/B2 VISAs as mandated by National Security Councils directive to travel to and within the borders of the United States and use information collected to improve CBP and Department of State directives.
Identify and respond to live contacts in order to give the appropriate response from the CBP-provided responses and materials.
Be able to identify multiple questions/concerns/inquiries in e-mail and respond using CBP -approved response template language.
Identify and escalate inquiries that are unique and have no preapproved template language approved by CBP
Be trained to identify and escalate any communication that is suspicious or threatening to the public safety and transportation security.
Answer customers questions; make referrals: help clarify CBP policies and procedures
Provide general travel assistance information
Provide information for filing claims with DHS
Assess and transfer any reportable communications to the appropriate departments
Input correct information into the CBP Customer Database, including use of correct grammar and spelling, accurate selection of all appropriate contact subject categories and a maximum of 5 resolutions, and addition of any notes or comments pertinent to the contact and/or contact record
This new team supports 24-hour operations, with 3 shifts (morning, mid, and overnight) to support the call volume incoming from China. The work schedule would be 40 hrs/week with a mix of morning, mid, and night shifts depending on the needs of the team as well as call volume.
Bilingual, Fluent English and Chinese (Mandarin) Required
Must be a US Citizen
High School diploma required; Bachelor of Arts or Science from accredited college or university desired
Minimum 12 month experience in the area of customer service
Ability to maneuver and use web based applications; possess excellent verbal and vocal skills, exceptional writing skills and technical acumen
Applicants selected will be subject to a background investigation and need to meet security eligibility requirements