Combined Public Communications
Inmate Support Specialist
Combined Public Communications, Cold Spring, Kentucky, United States
Job Summary
The Inmate Support Specialist plays a key role in supporting the inmates and residents that are incarcerated at one of the facilities we service.
Key Responsibilities
Answer inbound calls from inmates/residents
Focus on each call, halting other projects/tasks to provide undivided attention
Demonstrate distinguished customer service skills and phone etiquette on each call
Collect sufficient information about inmates’ requests or inquiries to lead to resolution by asking clarifying and probing questions
Investigate and fulfill inmate inquiries and requests, including fund transfer requests, account setup and purchasing, dropped call review, quality review, dialing instructions, device login assistance, and support messages
Work support messages based on FIFO (First In, First Out) method
Review and work any Inmate Support tickets or voicemails left by inmates
Process tickets based on FIFO method, considering exceptions when necessary
Process tickets timely while maintaining quality
Follow all policies and procedures, completing each step before escalating tickets to the appropriate department
Report trending issues and potential risks to customers and CPC
Report any issues affecting multiple customers or internal systems to a member of management or L3
Full Time schedule Monday-Friday, 9am-5pm with the potential of rotating weekends.
Benefits ESOP, 401K, Medical, Dental, Vision
Seniority level Entry level
Employment type Full-time
Job function Other
Industries Telecommunications
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Key Responsibilities
Answer inbound calls from inmates/residents
Focus on each call, halting other projects/tasks to provide undivided attention
Demonstrate distinguished customer service skills and phone etiquette on each call
Collect sufficient information about inmates’ requests or inquiries to lead to resolution by asking clarifying and probing questions
Investigate and fulfill inmate inquiries and requests, including fund transfer requests, account setup and purchasing, dropped call review, quality review, dialing instructions, device login assistance, and support messages
Work support messages based on FIFO (First In, First Out) method
Review and work any Inmate Support tickets or voicemails left by inmates
Process tickets based on FIFO method, considering exceptions when necessary
Process tickets timely while maintaining quality
Follow all policies and procedures, completing each step before escalating tickets to the appropriate department
Report trending issues and potential risks to customers and CPC
Report any issues affecting multiple customers or internal systems to a member of management or L3
Full Time schedule Monday-Friday, 9am-5pm with the potential of rotating weekends.
Benefits ESOP, 401K, Medical, Dental, Vision
Seniority level Entry level
Employment type Full-time
Job function Other
Industries Telecommunications
#J-18808-Ljbffr