Description

We are currently supporting a high-volume government services account and looking for remote call center representatives to serve as the first point of contact for residents seeking information and assistance. In this role, you will handle citizen inquiries regarding housing, public works, and transportation with empathy and efficiency. Candidates must be fully bilingual in English and Spanish.

Position Details

• Pay Rate: $18.00 / hour
• Location: Fully Remote (Familiarity with NYC geography and culture is required)
• Schedule: 40 hours/week. Weekend availability is required. Days off fall between Tuesday and Thursday.
• Shifts: Day or evening shifts available. Small potential for overnight coverage (hours TBD).
• Training: 3 weeks of training, followed by a 4-week nesting period.
• Start Date: TBD (Expected to move quickly with limited lead time)

Minimum Qualifications

• Language: Must be fully bilingual in English and Spanish.
• Experience: 6+ months of experience in a call center environment.
• Education: High School Diploma or equivalent.
• Tech Skills: Strong technical proficiency with comfort navigating multiple systems simultaneously.

Key Responsibilities

• Answer inbound calls from residents requesting city services, information, or issue resolution.
• Log and route service requests accurately into the client CRM and case management systems.
• Identify resident needs using active listening and probing questions to provide accurate solutions.
• Escalate urgent inquiries or sensitive, complex issues to the appropriate agency or supervisor.
• Meet performance metrics including Average Handle Time (AHT) and First Call Resolution (FCR).
• Document all interactions thoroughly in the system immediately following each call.
• Maintain composure and professionalism when handling frustrated or distressed callers.

Common Citizen Inquiries

• Housing: Apartment maintenance, heat, or hot water complaints.
• Vehicles & Parking: Towed vehicles, illegal parking, parking tickets, and camera violations.
• City Services: Service request status updates and general directory assistance.
• Community Issues: Neighbor noise complaints and worker feedback.

Benefits

We offer eligible employees competitive pay and access to a range of benefits and support programs, including medical, dental, vision, prescription coverage, short-term disability, 401(k), employee assistance, childcare assistance, discounts, paid holidays, and longevity bonuses. Benefits are based on assignment type, schedule, length of employment, and plan eligibility requirements.

Company Overview

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, height, weight, or any other characteristic protected under applicable federal, state, or local law. Applications from members of minority groups and women are encouraged.

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