Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking a Remote Call Center Specialist to support the Public Safety Officers’ Benefits (PSOB) Program for the Department of Justice’s Office of Justice Programs.
I’ve never heard of Terrestris. What do you do?
At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.
So, what will the Call Canter Specialist at Terrestris do?
As the Call Center Specialist, you will interact with survivors, injured officers, public safety agencies, and related partners via phone to address inquiries, provide information, resolve complaints, and ensure a high level of customer satisfaction.
What does a typical day look like for the Call Canter Specialist?
You will:
· Provide direct support to the Director and other Federal and Contract staff.
· Provide continuous uninterrupted service during the hours of 8:00 a.m. – 5:00 p.m. (Eastern Time) Monday through Friday.
· Provide support to survivors and surviving agencies experiencing a line of duty death or catastrophic injury of an officer.
· Handle calls for the PSOB Program, which is the first phone call that many agencies or survivors make when a tragedy occurs.
· Operate in a fast-paced and high-volume environment that demands speed and accuracy, while ensuring the proper handling of the sensitive nature of the customer.
· Ensure efficiency in operations to ensure that the image of the program and delivery of service is not hindered.
· Provide clear, general, and accurate PSOB information to callers as requested.
· Perform proactive customer service to survivors and agencies, capture and process critical data on each application in the PSOB case management system, and forward or continue outreach as indicated.
· Document each call in the PSOB 2.0 Portal, including the date and time of the call, whether the applicant / agency POC was reached or a voicemail was left, etc.
· Answer all general PSOB inquiries and forward other calls to PSOB staff as requested or indicated.
· Document general information about calls received via an Excel spreadsheet.
· Open, track, and distribute incoming mail (electronic and physical).
What qualifications do you look for?
You might be the person we’re looking for if you have:
· A High School diploma; additional education preferred.
· A minimum of 1 year of Customer Service experience; additional experience preferred.
·Excellent written and spoken English language skills; fluency in Spanish is a plus.
· Benefits / claims-specific experience in a customer service environment is highly desirable.
What kind of benefits does Terrestris Offer?
We offer outstanding benefits including health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category.
Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.
