Customer Service Representative - OrderID: 5111

Job Description

Job Description

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 

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.

Benefits:

We value the work our employees do and are committed to offering competitive pay along with access to benefits designed to support your health, financial well-being, and everyday life. Benefit availability varies based on assignment type, schedule, length of employment, and plan eligibility requirements.

Benefits available to eligible employees include health plan coverage, comprehensive medical options, group-rate dental and vision plans, prescription drug coverage, short-term disability, and a 401(k) plan. Employees can also access additional support and savings programs, including an Employee Assistance Program, childcare assistance, the Perks at Work employee discount program, paid holidays, and longevity pay bonuses.

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