Bilingual Customer Service Representative

Wage Rate $17.00/hour Overview TKC Holdings, Inc.—comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid‑market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member. As a subsidiary of TKC Holdings, Inc. and Keefe Group, ICSolutions (ICS) has been a leading provider of innovative telecommunications products and exceptional customer service to correctional facilities across the nation. About This Position The Bilingual Call Center Agent will provide excellent customer service via answering inbound calls from and completing outbound calls to existing and new customers. Must be able to work Wednesday-Saturday 8am-7pm. Essential Functions, Duties, and Responsibilities Answer incoming calls for Inmate Calling Solutions’ Point‑of‑Sale Prepaid Collect (PSPC) product Assist customers in a courteous manner by explaining the product offering, quoting rates, opening accounts, and answering general service questions Enter customer information into Agent Interface and post payments, including interfacing to the Premise Based equipment of mandatory Complete customer investigations and place outbound calls to provide the best possible customer service Report customer service‑related complaints to technical and operational staff for diagnosis and resolution General duties as assigned What You’ll Need High school diploma or equivalent required, some college education is preferred One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience Must type 45 WPM or faster Must have 2-4 years of customer service experience and have the ability to handle calls in a courteous but efficient manner Must possess excellent verbal and written communication skills – experience with Microsoft Word and Outlook is preferred Must have the ability to perform basic accounting functions – experience with Excel is a plus Benefits IC Solutions offers comprehensive benefits to all regular‑full time employees: Medical w/prescription coverage Benefit Credit received when enrolled in a TKC medical plan, to help offset your benefit costs. Benefit Credit of $750 annually, will be divided evenly among your paychecks throughout the Plan Year. Dental Vision Basic Life and Basic Accidental Death and Dismemberment Insurance Voluntary benefits (i.e. short term, long term disability and many more) options may be selected to create the right package for you IC Solutions also understands the importance of work life balance and planning for the future. To help with both of these, employees are eligible for paid time off and a Company Match for the 401(k) Retirement Savings Plan. We now also offer DailyPay providing you immediate access to earned wages. EEO Statement Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities. We maintain a drug‑free workplace. A copy of our Privacy Policy and CA Employee Privacy Notice can be found here: #J-18808-Ljbffr