Bilingual Lead Call Center Representative - Must Reside in DMV A

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™

Agile Decision Sciences, a wholly owned subsidiary of ASRC Federal, is seeking a Lead Bilingual Contact/Call Center Representative, fluent in Spanish and experience as a Team Lead or Supervisor to join our growing team in support of the DOT government agency National Highway Traffic Safety Administration (NHTSA) Hotline. Fluency in Spanish is required. We offer an excellent benefits package that includes tuition reimbursement, 401k matching, medical/dental/vision plans, 3 weeks of paid time off, 11 holidays and much more. Apply today and let's talk about next steps.

Requirements:

Must reside in the DC/Maryland/Virginia area or will not be considered an applicant. This role is remote but residency required in the DMV area.

• High School Diploma/GED (Some college work desirable)
• 2 or more years work experience in a Customer Service Call Center or Contact Center with 1 year as a Lead/Team Lead or Supervisor.
• Fluency in Spanish.
• Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook)
• Ability to work from 10am to 7pm or 11am to 8pm Monday through Friday. (No weekend work)
• Strong communication skills oral and written with effective research, organizational and time management skills.
• Good problem-solving skills with the ability to multi-task and meet strict deadlines.
• US Citizenship or permanent residency is required and the ability to obtain a public trust security clearance.

Responsibilities

• Within a call center environment receive incoming calls and inquiries regarding vehicle registration and other matters related to that under the jurisdiction of NHTSA.
• Handle telephone calls courteously and efficiently using proper telephone etiquette, including but not limited to the following: prepare for incoming calls; speak clearly and properly; listen when taking incoming calls; be sensitive to the needs and moods of callers; deal with irate callers; screen calls effectively; give accurate information; transfer calls appropriately; take complete and accurate messages; conclude a call courteously; handle high volume calls expertly.
• Ensure the timely process through which call center problems are controlled and resolved.
• Identify the issue or problem of the inquiry and perform follow-up research to resolve any issues.

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.