***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.
Paid Time Off–Earn 3 weeks in your 1st year
11 paid Holidays
Medical insurance on the 1st of the month, after 30 days
Short and Long Term Disability
Voluntary Accident Insurance
Voluntary Critical Illness
Voluntary Whole Life
401(k) w/company match
Employee Stock purchase
Discounts – Metlife auto insurance, auto buying, car rental, cell plans, computers, movie tickets
Employee Assistance Program
Schedules posted 3 weeks in advance
Nationwide career opportunities
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.