Kaygen Inc.
KAYGEN is an emerging leader in providing top talent for technology-based staffing services. We specialize in providing high-volume contingent staffing, direct hire staffing and project-based solutions to companies worldwide ranging from startups to Fortune 500 and Managed Service Providers (MSP) across a wide variety of industries. Description: Bilingual – Spanish is accepted. Job Description: Job Title: Bilingual Customer Service Representative Location: 3001 Hackberry Rd, Irving, TX 75063 Duration: 3-month contract (Temp to Perm possibility) Hours: Shifts range from 8 am – 8 pm EST, with priority on later shifts. Schedules will vary based on business needs and shifts. Training: New hires receive 4 weeks of training, often administered via a virtual classroom, but instructor led. This will also include on-the-job training and call shadowing. For training, this role will be on site Monday-Thursday, with the option to work remotely on Fridays. The hours of training are Monday – Friday, 8:00am – 5:00pm. Schedule: This center is open from 6:50am-8:00pm Central Monday – Friday. Post training, employees can exercise a hybrid work model, with 1 day onsite (Tuesday) and 4 days working remotely, based on individual performance. This model could change based on business needs. At Week 7 and after, employees could be assigned a schedule which could include coming in earlier than 8:00am, or working later than 5:00pm, but still within center hours of operation. Adherence to working these hours is required, no exceptions. Description: What you will be doing: · Successfully manage inbound call inquiries (approximately 22-25 per day) on behalf of a Cotality client regarding mortgage escrow and tax questions · Identify customers’ needs, research using various systems (sometimes up to 10 different portals), utilize tools to interpret and analyze data, to provide accurate solutions and guidance, educate customers · Actively and accurately documents discussions of inquiries and leverage internal tools/processes for next-level resolution needs · Leverage and master the use of multiple contact center management systems/agent desktop software solutions (example Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9 or ZOOM International) · Consistently meet or exceed individual production metrics and quality KPIs, some of which may be required by client contractual service levels · Act in a professional and appropriate manner always, and adhere to a strict schedule, meeting attendance guidelines Basic Qualifications: · High school diploma, GED or equivalent · 1+ years of experience in a customer service/customer support role · 1+ years of Tech proficiency with MS Office, heavy use of MS Teams, or Google Suite and a client management system · Fully bilingual in Spanish · Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail · Must successfully meet or exceed personal KPIs, adhere to schedule/attendance and meet required deliverables/deadlines Preferred Qualifications: · A bachelor’s or associate degree · Tax/banking/mortgage/real estate industry servicing experience · Contact Center experience · Hands-on tech proficiency in contact center/ workforce engagement management agent software to retrieve, query, update systems using multiple screens simultaneously, preferably Cisco Finesse, Calabrio At KAYGEN, we are always looking for dynamic, talented and experienced individuals. We invite you to join our team of talented IT professionals, consulting at client locations across the globe. Our culture is team-orientated; we strive to stand by our core values of respect, honesty and integrity. Our team of experienced staffing experts will work with you to find you the best opportunity. For more information, please visit us at www.kaygen.com. Benefits: Free Healthcare Insurance Vision and Dental Insurance 401(k) Retirement Plan Free Life Insurance Sick Time Off Achieve your Kaizen by clicking here. A unique and exclusive talent community supported by Kaygen, that includes programs like: Certifications Mentorship Program Referrals Family and Wellness benefits Continuous Growth and Career Development