Call Center Service Representative - Bilingual, Spanish

GovCIO is currently hiring for a Call Center Service Representative - Bilingual, Spanish (SCA) to support the operations of the ECCO.

The Call Center Service Representative - Bilingual, Spanish (SCA) will, with their knowledge of the immigration lifecycle, respond to live questions and record in real time, inquiries from individuals in custody; their attorneys, advocates, family, and friends; individuals in immigration proceedings, and other immigration stakeholders in resolving complaints and concerns in accordance with agency policies, procedures, and standards, particularly those related to conditions in detention and other custody related topics using established protocols.

This position will be located in Irvine, CA. and will be an onsite position.

Responsibilities

• Duties to include but not limited to the following:
  • Answer incoming calls in a timely manner from detention facilities and other stakeholders
  • Apply critical thinking and immigration lifecycle knowledge to answer questions and provide a high level of service and accurate support
  • Quickly establish a rapport with callers, asking probing and thoughtful questions to identify concerns while applying deep knowledge of immigration enforcement and detention facility processes to address caller issues
  • Responsible for making database and manual queries related to individuals in immigration proceedings through provided tools
  • Able to discern and log relevant call information into a web-based case management system
  • Work cases to be referred to an Officer/Agent, field offices or agency headquarters offices for follow-up review and action
  • Leverage third-party telephonic interpreter services provided, as necessary
  • Ability to review case files and other immigration enforcement documentation, and perform detailed analytical and research support services
  • Ability to work independently and to manage and prioritize multiple tasks and work assignments

Qualifications

Required Skills and Experience

• Associate's with 3 years of relevant experience (or commensurate experience) or a Bachelor's degree with two years of related experience; or five years of related experience if no degree
• Must be a US Citizen
• Bi-lingual (a minimum proficiency of a Speaking 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent - https://www.govtilr.org/Skills/ILRscale2.htm) Spanish and English (spoken and reading) is required
• Ability to type a minimum of 40 words per minute
• Excellent reading comprehension, writing, and communication skills
• Experience with applying knowledge to make autonomous decisions on the correct path forward to support outcomes of the incoming calls to support mission needs
• Must perform at the minimum call intake performance metrics established

Clearance Requirement: 

• Ability to attain and maintain DHS Public Trust Clearance

Posted Salary Range

USD $20.93 - USD $26.50 /Hr.