Job Description

1st Choice is on the lookout for a dynamic Bilingual (Fluent in English and Spanish) Call Center Representative to support our esteemed commercial client. If you're passionate about providing top-notch service, problem-solving, and making a positive impact, this opportunity is tailor-made for you!

Location: Burtonsville, MD

Working Hours: Monday - Friday, 8:30 am - 5:00 pm

Call Center Associate Job Duties:

• Answering customer calls for Client Services Call Center
• Maintain customer records by updating account information on eTIMS system
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve problem by utilizing Montgomery County Parking Business Rules.
• Expedite correction or adjustment to supervisor, complete daily call logs; follow up to ensure resolution.
• Fax appropriate documentation.
• Escalate customer complaints or callback requests to the appropriate supervisor.
• Must be able to work holidays not honored by Division of Parking Management- Montgomery County E.g.: Columbus Day
• Contribute to team effort by accomplishing related results as needed.
• Any other duties assigned.

Skills and Qualifications:

• Previous Call Center Customer Service experience preferred, good Communication and Listening skills, Quality Focus.
• Computer Skills- (Microsoft Word)
• Problem Solving, Documentation Skills, Phone Skills, Bilingual, Resolving Conflict, Analyzing Information,
• Multi-tasking, edit customer accounts by adding and documenting information. Etc.
• Professional and Courteous when answering calls

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