Call Center Service Representative - Bilingual, Spanish (SCA)

Govcio LLC • Irvine, CA

9d • Onsite

About The Position

GovCIO is hiring a bilingual Spanish Call Center Service Representative to support ECCO operations. The representative responds to live questions and records inquiries in real time from individuals in custody, their attorneys, advocates, family and friends, people involved in immigration proceedings, and other immigration stakeholders. The role resolves complaints and concerns in accordance with agency policies, procedures, standards, and established protocols, particularly concerning detention conditions and other custody-related topics.

This is an onsite position in Irvine, California. The representative uses knowledge of the immigration lifecycle and detention processes to provide accurate support, document calls, research cases, and route matters for follow-up.

Requirements

• Associate degree with three years of relevant experience (or commensurate experience), or a bachelor's degree with two years of related experience, or five years of related experience without a degree.
• Must be a U.S. citizen.
• Spanish and English bilingual proficiency, including speaking and reading; minimum Speaking 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or equivalent.
• Ability to type at least 40 words per minute.
• Excellent reading comprehension, writing, and communication skills.
• Experience applying knowledge to make autonomous decisions on the appropriate path forward to support incoming-call outcomes and mission needs.
• Must meet minimum call-intake performance metrics.
• Ability to attain and maintain DHS Public Trust Clearance.

Responsibilities

• Answer incoming calls in a timely manner from detention facilities and other stakeholders.
• Apply critical thinking and immigration lifecycle knowledge to answer questions and provide accurate, high-quality support.
• Establish rapport with callers and ask probing, thoughtful questions to identify concerns and address issues using knowledge of immigration enforcement and detention facility processes.
• Make database and manual queries about individuals in immigration proceedings using provided tools.
• Identify and record relevant call information in a web-based case management system.
• Work cases for referral to an Officer/Agent, field offices, or agency headquarters offices for follow-up review and action.
• Use third-party telephonic interpreter services when necessary.
• Review case files and other immigration enforcement documentation and perform analytical and research support services.
• Work independently and manage and prioritize multiple tasks and assignments.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree