Job description

Titan Technologies is hiring multiple bilingual (English/Spanish) Customer Service Representative positions, based in Houston, Texas, supporting the United States Citizen and Immigration Services (USCIS) where you’ll field highly sensitive calls from applicants regarding their immigration status.

If you’ve worked in a high-volume Call Center environment, are highly proficient in the use of automated tools, search and information retrieval systems, as well as knowledge and contact management systems, this role may be for YOU! You must bring strong and compassionate customer service skills, a commitment to excellence, and the desire to work in a continuing education environment; Titan will provide training.

Sound interesting? Read on for more details!

Where will you work?

In a virtual, fast paced, high-volume Call Center based in Houston, Texas.
Remotely, in a dedicated, distraction-free environment, reliable high-speed internet.
Call Center operation is five days per week, Monday through Friday, resulting in a mandatory forty-hour work week.
Work shifts are eight hours in length with start times varying beginning at 8:00. Call center hours of operation are between 8:00 AM and 8:00 PM.

What will you do?

You will answer high volumes of calls/chats/emails/self-service tickets utilizing an extensive knowledge article library and prepared scripts.
You will gather and verify all required information, listen to the callers’ issues to echo and confirm the reason for their call, probe the callers for specific information, and ensure every call is documented.
The complexity of calls varies from simple and routine to moderate and in depth.
You will diligently adhere to your published work schedules and be prepared to access the USCIS network fifteen minutes prior to the beginning of your shift, ensuring adequate telephone coverage during contact center hours of operation.
You will exhibit a professional and courteous manner with callers, teammates, and your supervisory team.
You will ensure all required administrative tasks (time sheet entry, etc.) are completed on time as expected.

What is the training?

You will actively participate in on-camera, telephone skills and program information training sessions.
You will demonstrate mastery of subject matter within specified timeframes.
Upon completion of 30 days of service, provide a minimum level of telephone customer service to every caller, meeting all documented telephone standards.
Upon completion of 90 of days service, demonstrate mastery of documented advanced telephone customer service skills.

Expectations & Required Qualifications:

US Citizenship is required.
Must reside in one of the following counties in Texas: Austin, Brazoria, Chambers, Fort Bend, Galveston, Harris, Liberty, Montgomery, Waller.
Reliable high-speed Internet service required. High-speed Internet is defined as cable or fiber service to your residence. Satellite, wireless cellular, and digital subscriber line (DSL) solutions are not permitted. Proof of ISP service levels required prior to hiring.
Must be able to pass pre-employment and government suitability screenings.
Upon being granted suitability clearance, you will be required to obtain a PIV card.
Minimum of High School Diploma or General Educational Development (GED) Certificate.
Minimum of twelve months customer service experience in a call center.
Bilingual – Spanish/English proficiency in spelling, grammar, and speech - verbal and written.
Typing/keyboard/computer proficiency (4000 keystrokes per hour – CSGov may require proof of testing).
Must be detail oriented.
Exceptional oral and written communication skills are required.
Must possess an advanced level of Microsoft Windows, Google Chrome, and overall PC computing experience.
Ability to control the pace and flow of the inquiry/request and manage call time effectively.
Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
Ability to listen to and empathize with customers and acknowledge their concerns.
Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.
Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively.
Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
Ability to use the web to search and retrieve information.
Ability to take direction within a team setting and complete team-related work promptly.

Company Description:

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!

Titan is proud to be a Service-Disabled Veteran Owned Business.

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