Customer Service Representative-Spanish Bilingual

Job ID

2021-5790

Overview

For more than 30 years, NCI Information Systems has been a leading provider of digital transformation solutions and services to U.S. government agencies. With its NCI Empower Platform, NCI is at the forefront of implementing artificial intelligence (AI) solutions to solve the government's most complex mission challenges. Headquartered in Reston, Va., NCI is accelerating public sector AI adoption to create a government workforce that is exponentially more creative and productive. For more information, visit www.nciinc.com.

Responsibilities

NCI: Customer Service Representative II- Bilingual (Spanish) understands and represents company's mission, vision, and values to all internal and external customers. This is a remote position.

Responsibilities:

Engages customer in appropriate communication, managing expectations while building a collaborative relationship
• Responds to telephone inquiries promptly, professionally, and efficiently to provide first call resolution, either in English or Spanish, as dictated by the customer


• Understands and resolves customer requests, questions and provides analysis of situations to determine best use of resources, either in English or Spanish


• Obtains, evaluates and analyzes all relevant information to successfully handle inquires


• Serves as liaison between the customer and various departments or team members in response to inquires


• Directs unresolved issues to designated departments or team members for further investigation, if necessary


• Participates in educating and communicating the program requirements to submitters and customers, either in English or Spanish


• Responds to all written inquires (letter, fax, and email) in a professional manner, either in English or Spanish


• Records details of inquiries, comments and issues through data entry into customer service program and system as required


• Keeps records of customer interactions and transactions


• Records details of actions taken and provide follow-up and results orientation based upon established protocols


• Identifies and analyzes trends and reports to management team


• Recommends process improvement to management team (Lessons learned & Best Practices)


• Maintains a high level of knowledge and comply with all protocols, policies and procedures


• Files all project documents (hard and soft copies)


• Provides assistance as needed to team members or other support

Qualifications

Requirements:

• Associate's Degree or equivalent related experience


• 2 - 7 years experience

Physical Requirements:

This position requires the ability to perform the below essential functions:

• None

About NCI

It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. NCI is a VEVRAA Federal Contractor.

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