Customer Service Representative

Our client, a NYC government agency, is seeking several bilingual remote customer service representatives. This is a fully remote role and a great opportunity for candidates to gain experience supporting a city initiative.

Bilingual Customer Service Representative (must be English/Spanish speaking)

Position Summary:
The Customer Service Representative (CSR) serves as the first point of contact for residents seeking government information, services, and assistance. Operating fully remotely, the CSR is responsible for accurately capturing caller inquiries, routing service requests, and providing timely, professional responses on behalf of our government client. This role requires a commitment to quality, empathy, and efficient call handling across a broad range of topics including public works, sanitation, housing, transportation, and emergency non-critical services. Schedule is 40 hours/week, with days off falling between Tuesday-Thursday; weekend availability is required. Shifts: Day or evening shifts available, with a small potential need for overnight coverage.


Key Responsibilities:
• Answer a high volume of inbound calls from residents requesting city services, information, or complaint resolution
• Accurately log and route service requests into client-specific CRM and case management systems
• Identify callers' needs through active listening and effective probing questions, then provide accurate information using available knowledge base resources
• Escalate complex, sensitive, or urgent inquiries to the appropriate agency or supervisor in a timely manner
• Adhere to call quality standards, including average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) benchmarks
• Maintain thorough and accurate documentation of all caller interactions
• Stay current on government service updates, policy changes, and client-specific procedures through ongoing training
• Maintain professionalism and composure when handling frustrated, distressed, or difficult callers
• Complete after-call work (ACW) including case notes, data entry, and service request confirmation

Requirements:

• 2+ years of customer-facing experience is required
• Bilingual/Fluent in English and Spanish is required
• Strong technical proficiency and comfort navigating multiple systems

Company Overview:

This job is presented to you by TemPositions Office, a division of the TemPositions Group of Companies. Enjoy exceptional compensation, benefits, and a wealth of opportunities in all office related positions. To learn more about employment opportunities, visit our website at

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.

EOE:
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.

Together, these offerings are designed to provide meaningful support while you build experience, earn income, and take on opportunities that fit your goals.