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 Customer Service Representative - Monitoring department - Aurora, Illinois, United States

   
Job information
Posted by: BI Incorporated 
Hiring entity type: Security and Law Enforcement 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: 401(k) -
Dental Insurance -
Disability Insurance -
Health Insurance -
Life Insurance -
Paid Sick Leave -
Tuition Reimbursement -
Paid Vacation -
 
Relocation: Not specified 
Position functions: Customer service & support
Entry
Service/Skilled - Security
 
Travel: Minimal 
Accept candidates: in same country 
Languages: English - Fluent
Spanish - Fluent
 
Minimum education: High School 
Minimum years experience: N/A 
Resumes accepted in: English
Cover letter: No cover letter requested
Virtual interview questions: No questions which require answers when applying for this job posting.
Job code: 023229 / Latpro-3780563 
Date posted: Mar-30-2021
State, Zip: Illinois, 60505

Description

***ENTRY-LEVEL CUSTOMER SERVICE REPS STARTS AT $15.00/HR***

Customer Service Rep I in Aurora, IL facility. BI Incorporated is the largest provider of GPS, alcohol and RF technology and services in the United States. BI offers a full continuum of monitoring technologies and related supervision services for parolees, probationers, pre-trial defendants, and individuals involved in the immigration process. Our innovative products and services assist more than 1,000 agencies nationwide.

*PREMIUM FOR BI-LINGUAL (English/Spanish)*

*DIFFERENTIAL FOR 3rd SHIFT*  

*CAREER PATHS FOR EVERYONE - THERE ARE 3 LEVELS OF CUSTOMER SERVICE REP THAT THE POSITION CAN WORK INTO, AS WELL AS ANNUAL MERIT INCREASES (LEVEL II STARTS AT $16/HR; LEVEL III STARTS AT $17/HR)

Must be available to work weekends. Available shifts are primarily 2nd and 3rd shift.

OUTSTANDING benefits:

Paid Time Off–Earn 3 weeks in your 1st year
11 paid Holidays
Medical insurance on the 1st of the month, after 30 days
Dental/vision
FSA
Basic Life/AD&D
Additional Life/AD&D
Short and Long Term Disability
Voluntary Accident Insurance
Voluntary Critical Illness
Voluntary Whole Life
Tuition reimbursement
401(k) w/company match
Pet Insurance
Employee Stock purchase 
Discounts – Metlife auto insurance, auto buying, car rental, cell plans, computers, movie tickets
Legal program
Aflac
Employee Assistance Program
Wellness Program
Direct deposit
Schedules posted 3 weeks in advance
Nationwide career opportunities
Social Committee

Summary
Processes alerts in compliance with contractual obligations and provides timely, accurate and effective troubleshooting of hardware and software issues with customers’ equipment and systems.   Communicates via inbound and outbound telephone calls with electronic monitoring (EM) program participants and community based organizations and individuals.  Uses web-based computer system for tracking, information gathering and documentation of calls.
Primary Duties and Responsibilities
Processes alerts and responds to customer inquiries made by phone or email.
Answers inbound phone calls, and troubleshoots, diagnoses and resolves hardware and software issues with customer equipment. Escalates issues for resolution as necessary.
Communicates via inbound and outbound telephone calls with EM program participants. Provides prompt resolution to inquiries by providing accurate and appropriate information.
Accurately documents calls and updates records in required systems.
Escalates complaints and complex calls to management for follow up as necessary.
Performs other duties as assigned.



Requirements

Minimum Requirements
High School Diploma or General Education Development (GED) certificate.
Successful completion of internal Correctional Specialist I – Mon certification after initial training period, and annual recertification testing.
One year of call center experience is preferred.
Ability to pass all pre-employment testing to include spelling, grammar and typing of at least 35 words per minute.
Successful completion of criminal background check and pre-employment drug testing.
Successful training and certification on Company hardware and software systems.
Strong interpersonal skills.
Strong written and oral communication skills.
Ability to maintain the highest level of confidentiality.
Proficient computer skills, including, but not limited to, Microsoft Word and Excel.
Strong ability to diagnose, analyze, troubleshoot and resolve technical issues.
Must be self-motivated with the ability to work independently.
Ability to work in a multi-tasked environment and prioritize tasks appropriately.
Ability to meet contractual deadlines.
Ability to quickly develop knowledge of all programs, systems and procedures to perform job effectively.
Ability to maintain professionalism when dealing with upset or escalated calls.
Ability to develop knowledge and understanding of, and compliance with Company policies and procedures.
Bi-lingual (Spanish) a plus.
Ability to work with computers and the necessary software typically used by the department.

Equal Opportunity Employer