Technical Support I

Agile Decision Sciences, a wholly owned subsidiary of ASRC Federal, is seeking two Bilingual Customer Service Representative with call center/contact center experience to join our growing team in support of the DOT government agency National Highway Traffic Safety Administration (NHTSA) Hotline.  Fluency in Spanish is required.  We offer an excellent benefits package that includes tuition reimbursement, 401k matching, medical/dental/vision plans, 3 weeks of paid time off, 11 holidays and much more.  Apply today and let’s talk about next steps.    Requirements High School Diploma/GED (Some college work desirable) 1-3 years work experience to include Customer Service Call Center or Contact Center. Fluency in Spanish. Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook) Ability to work from 10am to 7pm or 11am to 8pm Monday through Friday. (No weekend work) Strong communication skills oral and written with effective research, organizational and time management skills. Good problem-solving skills with the ability to multi-task and meet strict deadlines. US Citizenship or permanent residency is required and the ability to obtain a public trust security clearance.   Responsibilities Within a call center environment receive incoming calls and inquiries regarding vehicle registration and other matters related to that under the jurisdiction of NHTSA. Handle telephone calls courteously and efficiently using proper telephone etiquette, including but not limited to the following: prepare for incoming calls; speak clearly and properly; listen when taking incoming calls; be sensitive to the needs and moods of callers; deal with irate callers; screen calls effectively; give accurate information; transfer calls appropriately; take complete and accurate messages; conclude a call courteously; handle high volume calls expertly. Ensure the timely process through which call center problems are controlled and resolved. Identify the issue or problem of the inquiry and perform follow-up research to resolve any issues.