Serve English- and/or Spanish-speaking callers in a professional manner and treat all callers with respect.
San Diego, CA
Job Title: Customer Service Rep/Call Center, Access Specialist, Bilingual Spanish
Location: Kearny Mesa
Schedule: Mon-Fri, 8-5
Duration: Temp to Hire (for the right candidate)
Pay: $14 per hour
Start Date: 11/27/17
What is an ACCESS Specialist?
The ACCESS GI Specialist is a client-focused position serving English- and/or Spanish-speaking San Diego County residents, providers, and agencies with questions or needs related to Family Resource Center programs and services. ACCESS Specialists are experienced eligibility workers trained in CalWORKs, CalFresh, and Medi-Cal programs. ACCESS Agents complete eligibility determinations, take application requests, and update existing case information.
Make a Difference through Action
Handle at least 75 calls per day from clients seeking information on the primary County benefit programs including CalFresh (Food Stamps/SNAP), Medi-Cal and CalWorks.
Maintain accurate records of services requested and provided, utilizing database and MS Office systems.
Follow required protocols in delivery of the service and documentation of the contact.
Accurately document (in English) all client interactions in operating systems.
Provide callers with appropriate information, pre-screening and/or referral within four (4) minutes of answering the call.
Use active listening, empathy and conversational intent in all interactions to provide high-quality confidential assistance for all clients.
Ask the English- and/or Spanish-speaking caller necessary questions to identify, analyze and respond to needs.
Provide English- and/or Spanish-speaking callers with accurate information in a clear and concise manner.
Maintain control of the call to ensure handle time is kept under the required time.
Promote community services to callers when appropriate to encourage use of eligible services.
Maintain monthly average client satisfaction rating of 90% as determined by random client satisfaction surveys and call monitoring activities.
Utilize effective customer service skills to ensure the highest level of client satisfaction with the service.
Utilize recognized professional and agency standards in achieving the goal of resolution of the caller's problems.
Strive to provide first-contact resolution by addressing each client's needs to the best of agent's ability.
Seek coaching and feedback opportunities to identify how own results can be improved.
Exhibit work ethics and standards in line with company values.
Engage with and contributes to the positive culture and following our core values.
Seek continuous learning opportunities to promote growth, professional and personal development.
Assist with special projects as requested.
Bilingual Spanish (speak/read/write) & Call Center experience REQUIRED!
A little about us:
For nearly 70 years, Manpower’s mission is to provide job seekers with meaningful career opportunities.