S2022 - Technical Support II

Lead Bilingual Contact/Call Center Representative (Fluent in Spanish) at Agile Decision Sciences
, a wholly owned subsidiary of ASRC Federal
.

Agile Decision Sciences is seeking a Lead Bilingual Contact/Call Center Representative to support the DOT government agency National Highway Traffic Safety Administration (NHTSA) Hotline.

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.

• Within a call center environment receive incoming calls and inquiries regarding vehicle registration and other matters related to NHTSA jurisdiction.
• Handle telephone calls courteously and efficiently using proper telephone etiquette, including but not limited to: 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.

• 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.

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. Additional benefits 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.

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.