Job Description :
Position: Bilingual Customer Service Representative II
Location: Baltimore, MD
Duration:12 Months plus
To be submitted for this role, each candidate will be required to pass 5 brief Customer Service and Administrative Assessments online through IBM Kenexa.
Duration: Contract-to-Possible-Hire, 1 Year (High-performing candidates will extend from 1 year up to 2 years and/or convert to full-time permanent employment should an FTE role become available)
Hourly Pay Rate & Benefits: Negotiable based on experience, education, etc. – Benefits include:
o Employer-contributed Health Insurance; Dental & Vision Insurance Options
o Match 401K Program; Life Insurance, Short-Term/Long-Term Disability Options
o No Paid Time Off (PTO), which includes Holidays
o Overtime (OT) eligible at 1.5x regular hourly rate
Call Center Locations: Candidates will be asked to work at one of three Baltimore City locations (1068 N. Front Street, Baltimore MD 21202; 110 W. Fayette Street, Baltimore MD 21201; 1699 Leadenhall Street, Baltimore MD 21230)
End Client: Baltimore Gas & Electric (BGE – an Exelon company)
Schedule / Call Center Hours: Typically, 45-hours-per-week (OT hours beyond 40 will be likely required each week) with scheduled created by Supervisors periodically and assigned out accordingly. The Call Center is open between 7am and Midnight, 7 days per week. Candidates should be comfortable working a rotating on-call shift and working Storm Duty (12-hour shifts
Interview / Start Date: 15-minute 1-on-1 Phone Screenings followed by 45-minute In-Person Interviews will be conducted. The tentative expected start date is early April.
Time Off / Paid Training: Candidates should not expect to receive any time off for about the first 6 weeks during high-intensity classroom training, as well as during the following 6 weeks of on-the-job training. Training will be Monday through Friday, 8am-4:30pm at one Baltimore City location to be determined.
Responsibilities:
Looking to train Call Center Representatives to take calls in 911/Emergency, Collections, Billing and Start/Stop/Move orders in a high volume, inbound call center type of environment
Look to complete calls in a timely fashion, ensuring "one call resolution" for customers if possible
Work within web applications, systems, databases and MS Office
Required Skills / Experience:
Bilingual (Spanish and English)
Passing the 5 required Kenexa Prove It Assessments prior to formal submission
Minimum Passing Scores: 78% Call Center Listening Skills; 78% Telephone Etiquette, 67% “Frustrated Customers Section” on Call Center Customer Service Scenarios; 82% Computer Literacy; 20 WPM Typing
Recent professional Customer Service experience [or in lieu of experience, a recent college graduate (dating back to 2017)]
Demonstrated longevity in career positions – ideally not seeking “job hoppers” or only short-term/temp experience, but rather stability in previous roles the past 5-7 years
Excellent communication and soft skills, with motivation to grow within the organization