Job Summary The Bilingual Customer Service Representative will serve as the primary contact for Access Securepak and Access Corrections customers. Responsible for placing orders, handling questions for package programs regarding order status, return processing, and product knowledge.  

Essential Functions, Duties, and Responsibilities

Tasks may include, but are not limited to the following: Provide in-bound customer service and phone support to Access Securepak and Access Corrections customers. 

• Process customer orders, deposit, tracking shipments and answering customers questions.
• Process a variety of administrative tasks as a result of the customer call.
• Consistently meet established performance metrics and quality standards.
• Complete other duties assigned by management. 

Answer incoming phone calls and solve problems from inmate direct customers regarding order status, product questions, and program specifications. 

Meet established key performance/service level goals call handling times/number of calls per day and quality assurance standards. 

Provide customers with tracking information on shipments, obtaining proof of delivery as requested. 

Enter orders received by phone into the computer system. Ensure expedited orders are processed in a timely manner to ensure they reach facilities by program deadlines. 

Complete other duties assigned by management.

Qualifications

• Required-High School or GED

Associated Knowledge, Skills and Abilities

• Proficient in English (Speaking and Writing) 
• Ability to meet availability requirements that includes, days, evenings, Saturdays, and holidays
• Ability to attend three-week training from 8am to 4pm Monday through Friday
• Knowledge of basic PC and Microsoft Office skills
• Prior customer service experience preferred
• Excellent verbal and written communication skills
• Professional and upbeat telephone voice
• Ability to type 30 wpm
• Must be at least 18 years old and live in the St. Louis metropolitan area