Telmate
Customer Service Representative
GTL & Telmate. Two technology leaders, one powerful opportunity.
GTL, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. GTL leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.
With the recent acquisition of Telmate, GTL has strengthened its suite of solutions for the corrections industry and expanded its community corrections portfolio with Telmate Guardian, a smartphone-based GPS monitoring solution. As a trusted industry leader, GTL provides services to over 2 million inmates in more than 2,500 correctional facilities in the United States and Canada, including 33 U.S. departments of corrections, the District of Columbia, Puerto Rico, the U.S. Federal Bureau of Prisons, U.S. Immigration and Customs Enforcement, and many large city/county/provincial facilities.
GTL is currently seeking Customer Service Representatives to join our growing team in Ontario, OR. The responsibility of the Customer Service Representative will be to provide direct support to GTL customers. While in this critical position, you will have the opportunity to utilize your computer knowledge and customer service experience.
Responsibilities:
- Handle inbound customer service calls through telephone IVR dialer system
- Assist customers with questions related to their account and/or that are trying to make a payment to their account
- Answer customer calls and actively listen to identify the issue
- Build strong customer relationships
- Use judgement and decision-making skills for account actions
- Maintain quality account documentation
- Listen to customer concerns to confirm the validity of the complaint and determine how/where to direct the customer for resolution. Verify customer complaints and determine accuracy of complaints
- Handle confidential customer financial information
- Resolve customer issues being submitted via our research tool
- Meet goals and objectives as set by management for call center environment
- Adhere to the Fair Debt Collections Practices Act at all times
Qualifications:
- A High School Diploma or general education degree (GED) is required
- Proficient in Microsoft Windows OS and Microsoft Suite
- Ability to work multiple projects simultaneously, meet deadlines, adjust to changing priorities, and at times work under pressure
- Ability to work independently without direct daily supervision
- Ability to accurately read, analyze, interpret, and apply process and direction using general business concepts and methodologies
- Excellent verbal and written communication skills
- Strong listening skills
- Ability to learn software applications, new technology and adapt quickly to changes
- Fluency in English (written and verbal) is required. Additionally, fluency in Spanish (written and verbal) is desired.
- Ability to pass all background checks required by GTL and customer
- Maintain a positive attitude
- Ability to relate to customers in a professional and courteous manner
- Ability to work in a team environment
- Excellent attention to detail
- Various shift schedules available. Must be able to work evenings and weekends.
- Shift schedules are subject to change as business needs change.
- Previous experience in customer support, technical support or working in a call center environment.
- Fluency in English (written and verbal) is required and fluency in Spanish (written and verbal) is desired.
Preferred:
GTL is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.
Telmate is the third largest and fastest growing inmate communications provider in the United States.
- Employees
- 201-500 employees
- Industry
- Diversified Telecommunication Services
Customer Service Representative