National Telecommuting Institute, Inc.
www.nticentral.org

Job Description

Bilingual U.S. Government Call Center Representative

NTI Job Code: CS-2005-002sp

Bilingual Spanish-English. You must be fluent in both Spanish and English.
These are part-time, seasonal positions set aside for people with disabilities under the Javits-Wagner-O'Day Act. Some bilingual positions will be filled by able-bodied individuals.
Work from your home almost anywhere in the United States as a Customer Service Representative (CSR) for a virtual call center.
Answer incoming telephone calls in a fast-paced work environment while using your computer to download and enter information over the Internet.
Work 15-20 hours per week. Hours will vary and depend upon call volumes and seasonal trends.
The Department of Labor sets the hourly wage rates for these positions. The rates range from $8.00-$16.00 per hour and depend upon the county you reside in. You will also earn an additional $2.59-per-hour non-taxable benefit that is paid into a Health Reimbursement Account (You will receive more details on this benefit during your training).
Internet and phone requirements (described below) will be subsidized. You will earn $1.00 per hour worked up to the lower of (1) your actual expenses incurred or (2) a maximum of $80.00 per month to apply towards these costs. (You will receive more details on this subsidy during your training.).

United States citizen or legal resident
High School diploma or equivalent
Excellent verbal and written skills, including grammar and voice quality
Able to listen, read, write, retain, and use information
Able to multitask on a personal computer while conducting telephone conversations
Technical skills

Experienced with and proficient in computer use
Familiar with Microsoft Office Products
Able to maintain your own computer equipment and both Internet and telephone connectivity
Knowledgeable and experienced in using the Internet

Commit to be available to work 15-20 hours per week
Successfully complete training and attain required performance expectations within a specified period of time
Self Sufficient and dependable

Pluses

Function comfortably in a fast-paced, performance-based call center environment where every call is monitored, recorded, and assessed to see if you meet required performance levels.
Carry out several tasks at the same time:

Take rapidly-arriving incoming telephone calls one immediately after another
Conduct yourself and answer customer inquiries in a courteous and professional manner
Search for and enter information on your computer, toggling among 4-6 open browser windows on the desktop, while you are on the phone

Follow the processes and procedures that the call center defines for handling calls on every call. These include:

Work the number of hours per day determined by the call center and the needs of their business.
You must be able to work January 2-6 and 17-18 in 2006. No vacation or time off will be granted from December 1, 2005, to April 15, 2006. The ability to work Mondays is important.
You must be available to work weekdays during the daytime hours (Evening hours are very limited).
Type 20 wpm

Computer with Microsoft Windows operating system
High speed Internet access via cable or DSL. Not acceptable: Dial-up, wireless, microwave, satellite or VoIP.
An open telephone line during work hours which is dedicated to work
Printer
Quiet and safe home office space. Absolutely no background noise is permitted.
Click to review more detailed home office requirements (adobe pdf document)

Equal Employment Opportunity Employer M/F/V/D

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