Job Description
Requirements
- English–Spanish B2+ or higher
- 1–2 years of customer service / call center experience .
- Experience working in high-volume inbound call environments .
- Strong proficiency with computer systems and customer service tools .
- High school diploma required.
- Availability to work fully hybrid and adjust schedule during Daylight Saving Time changes (ET) .
Key Responsibilities
- Handle inbound calls related to passport and visa services .
- Guide customers through application requirements, checklists, and timelines.
- Deliver One Call Resolution while ensuring high customer satisfaction.
- Meet KPIs related to quality, call efficiency, productivity, and NPS .
- Escalate or transfer cases to the appropriate departments when needed.
- Document customer interactions, concerns, and fee...