[Remote] Customer Service Representative - OrderID: 5112

Note: The job is a remote job and is open to candidates in USA. TemPositions Group of Companies is seeking several bilingual remote customer service representatives for a NYC government agency. The Customer Service Representative (CSR) will serve as the first point of contact for residents seeking government information and services, ensuring timely and professional responses to inquiries.ResponsibilitiesAnswer a high volume of inbound calls from residents requesting city services, information, or complaint resolutionAccurately log and route service requests into client-specific CRM and case management systemsIdentify callers' needs through active listening and effective probing questions, then provide accurate information using available knowledge base resourcesEscalate complex, sensitive, or urgent inquiries to the appropriate agency or supervisor in a timely mannerAdhere to call quality standards, including average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) benchmarksMaintain thorough and accurate documentation of all caller interactionsStay current on government service updates, policy changes, and client-specific procedures through ongoing trainingMaintain professionalism and composure when handling frustrated, distressed, or difficult callersComplete after-call work (ACW) including case notes, data entry, and service request confirmationSkills2+ years of customer-facing experience is requiredBilingual/Fluent in English and Spanish is requiredStrong technical proficiency and comfort navigating multiple systemsBenefitsHealth plan coverageComprehensive medical optionsGroup-rate dental and vision plansPrescription drug coverageShort-term disabilityA 401(k) planEmployee Assistance ProgramChildcare assistanceThe Perks at Work employee discount programPaid holidaysLongevity pay bonusesCompany OverviewThe TemPositions Group of Companies is a staffing and recruiting company providing temporary, contract, and direct hire staffing solutions. It was founded in 1962, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is http://tempositions.com.