Customer Service Representative I - Bilingual (Spanish)

Dunhill Government Solutions is hiring bilingual (Spanish/English) Customer Service Representatives (three openings) to support a federal civilian program's customer contact center. This is a full-time, fully remote role based in the U.S., providing routine support across inbound and outbound calls, email, web chat and back-office service functions.

Responsibilities:

• Provide courteous, accurate and timely inbound call, outbound call, email and web chat support to customers in English and Spanish
• Perform back-office support activities for customer service operations and program requirements
• Help customers submit and process award origination and disbursement transactions, or create and submit transactions on their behalf when required
• Conduct customer outreach to resolve batch edits, processing errors, missing documents, missing signature pages and data corrections
• Monitor and follow up on batch processing issues, edit code rejects and requested issue resolution
• Log new cases and update existing cases for every phone, email or web chat interaction in a web-based agent desktop application, and link each call to the correct open case
• Link and unlink award records and promissory notes or agreements as required
• Analyze and help resolve borrower data integrity issues, and research processing status for promissory notes, batches, entrance and exit counseling, borrower and grant recipient information
• Deliver all support in line with published program guidelines, quality expectations and service level agreements

Requirements:

• High school diploma or GED
• 0-2 years of call center experience
• 0-2 years of customer service, public relations or related support experience
• Fluent in English and Spanish
• Able to adapt and perform well during periods of high call volume and under pressure
• Tactful, courteous service to the public, with strong listening skills and the ability to interpret and clarify customer information
• Strong written and verbal communication and attention to detail
• Builds positive working relationships and conveys enthusiasm, energy and sincerity over the phone

Preferred:

• Experience in a call center, contact center, help desk or service operations environment
• Familiarity with case logging, case updates and web-based customer service applications
• Experience with transaction processing, issue follow-up or customer outreach
• Exposure to batch processing support, data correction or status research in a structured program environment
• Experience in an SLA-driven customer support setting
• Associate degree or additional training in customer service, communications, business support or a related field

Details: Full-time, fully remote (U.S.), day shift, no travel.

Compensation: $17.75/hr

US Citizenship and the ability to pass a federal background investigation in order to be granted access to sensitive information.

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