Customer Service Representative - OrderID: 5112

TemPositions Group of Companies is seeking several bilingual remote customer service representatives for a NYC government agency. The Customer Service Representative (CSR) will serve as the first point of contact for residents seeking government information and services, ensuring timely and professional responses to inquiries.

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