Equus National Recruited R36014-FD056 Admin Administrative

Bilingual Customer Experience Agent (Call Center / Customer Support / CSR)

 Schedule: Monday - Friday, 8:00 AM - 5:00 PM

 Pay Rate: $21.50
 Employment Type: Full-Time
 Travel: None

Position Overview

The Call Center Customer Experience Agent is responsible for delivering high-quality customer service by handling inquiries, resolving issues, and supporting clients throughout their service journey. This role requires strong communication skills, attention to detail, and the ability to manage a high volume of interactions across phone, email, and chat platforms.

This position works closely with internal teams including Quality Assurance, Training, Supervisors, and Leadership to ensure alignment with current processes and service standards.

Key Responsibilities

Customer Support & Communication

• Respond to inbound customer inquiries via phone, email, and chat in a timely and professional manner
• Conduct outbound calls to follow up on inquiries and provide updates
• Deliver empathetic, customer-focused service while ensuring a positive experience
• Strive for first-call resolution and high customer satisfaction on every interaction

Case Handling & Documentation

• Gather and verify customer information to ensure accuracy and completeness
• Maintain detailed and accurate records of all customer interactions in accordance with established guidelines
• Provide clear explanations of processes, procedures, and available services
• Refer customers to appropriate third-party workforce or support services as needed

Quality & Performance

• Ensure all interactions meet established quality assurance standards
• Collaborate with QA Analysts, Trainers, and Supervisors to stay current on processes and service expectations
• Identify opportunities for process improvement and provide feedback to leadership
• Maintain productivity and performance metrics in a high-volume environment

Continuous Learning & Support

• Participate in training sessions and ongoing development opportunities
• Stay informed on new programs, policies, and service updates
• Report system or equipment issues to leadership as needed

Qualifications

Required

• High school diploma or GED
• Minimum of 6 months of customer service experience, preferably in a call center or high-volume environment
• Strong verbal and written communication skills
• Excellent listening and interpersonal skills
• Ability to multitask and manage multiple systems simultaneously
• Strong attention to detail and data entry accuracy

Preferred

• Some college or undergraduate coursework
• Experience in workforce services, human services, or benefits programs

Core Competencies

• Customer service and customer focus
• Communication and active listening
• Problem-solving and issue resolution
• Attention to detail and accuracy
• Time management and multitasking
• Professionalism and adaptability

Work Environment

• Office or call center environment
• High-volume phone, email, and chat interactions
• Approximately 80% of the day spent seated or at a workstation
• Performance-driven environment with defined service level expectations

Ideal Candidate Profile

• Customer-focused professional with strong empathy and communication skills
• Comfortable working in a structured, metrics-driven environment
• Detail-oriented with the ability to manage multiple priorities
• Team-oriented with a willingness to learn and adapt quickly

Search Keywords / Alternate Titles - Customer Service Representative, Call Center Representative, Client Services Specialist, Customer Support Agent, Contact Center Agent, Member Services Representative, Client Support Specialist

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No Gaps in Resume and current work experience only.
Monday-Friday 8:00am-5:00pm 
Make sure you thoroughly review the address and location of where they will be working. 
Background - 5 panel DT

Monday-Friday 8:00am-5:00pm
A Customer Experience Agent is responsible for delivering exceptional service and support to clients by addressing inquiries, resolving
issues, and ensuring a smooth and positive customer journey. This role involves proactive communication, timely follow-ups, and
collaboration with internal teams such as QA, Training, Supervisors, and Quality Coaches to stay informed and aligned with current
processes.
ESSENTIAL JOB RESPONSIBILITIES
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Obtains client information by answering telephone calls and emails; making OB calls in response to an inquiry for information;
interviewing clients; verifying information.
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Ensure first call resolution and customer satisfaction is offered in every call, chat, etc.
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Ensure timely and empathetic responses to customer communications across channels (phone, email, chat, etc.).
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Ensure that all customer interactions meet established quality standards.
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Work closely with QA Analysts, Trainers, Supervisors, and Child Care Advisor Leads to ensure knowledge is current and aligned
with service standards.
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Refers clients to third party workforce services providers.
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Inform clients by explaining procedures; answering questions; providing information.
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Maintains an accurate written record of the transaction following established guidelines
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Maintains communication equipment by reporting problems to Supervisor.
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Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures to
Supervisor.
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Updates job knowledge by studying new programs that become available, participating in employment and training discussions.
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Other duties as assigned.

QUALIFICATIONS/EDUCATION
Education:
HS Graduate or GED required, some college or undergraduate degree is a plus. 6 months or more experience in customer
service, preferably in a Call Center environment, required. Workforce or other Human Services experience is a plus.
Qualifications:
Strong written and Verbal Communication skills; Phone Skills; Listening; Data Entry Skills; People Skills; Informing;
Customer Focus; Customer Service; Attention to Detail; Professionalism; Multi-tasking.
TRAVEL REQUIREMENTS
NO TRAVEL
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Must be able to sit or stand for extended periods of time. 80% of the day will be spent sitting or standing while