Telmate is hiring a

Video Visitation, Customer Support Representative (VV CSR)

Full-Time
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. 

Position: Video Visitation, Customer Support Representative (VV CSR) – 3 openings
Location: Ontario, OR
Deadline to Apply: Open until filled
 
GTL is currently seeking three (3) VV CSRs to join our growing team in Ontario, OR. The responsibility of the Customer Service Representative will be to provide direct support to GTL customers (Friends and Family). While in this critical position, you will have the opportunity to utilize your computer knowledge and customer service experience.
 
TO APPLY: For consideration, please apply online via Global Tel*Link / Telmate Careers website: http://www.gtl.net/about-us/careers/  
 
Responsibilities include but are not limited to:
·         Handle inbound customer service telephone calls and emails.
·         Assist customers with questions related to their account and/or that are trying to make a payment to their account.
·         Build strong customer relationships.
·         Use judgement and decision-making skills for account actions.
·         Maintain quality account documentation.
·         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.
·         Provide basic technical support of Video Visitation software for users of our visitor scheduling product via phone, email, or chat.
·         Escalate cases, when necessary, to GTL facility level support personnel.
·         Shifts include Saturday and Sunday if assigned to those specific shifts. Currently no night hours but scheduling may change to meet the needs of our customers and business.
 
Qualifications:
·         A High School Diploma or general education degree (GED) is required.
·         Must be reliable: Attendance and punctuality are expected.
·         Proficient in Microsoft Windows OS and Microsoft Suite.
·         Minimum of 6 months similar customer service experience strongly preferred but not required.
·         Basic troubleshooting of industry standard software packages including:
         Microsoft Windows 7/8 OS
         Microsoft Office (Word, Excel, Outlook, etc.)
         Microsoft Internet Explorer 8-11/Google Chrome
         Training or experience with Remote connectivity tools is a plus
·         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.
·         Excellent verbal, written, and 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.
·         Maintain a positive attitude.
·         Excellent attention to detail.
·         Must be able to commit to an 8-hour shift with hours that fall within 7am-6pm. Shift includes one weekend day required.
·         Scheduling may change with notice based on the needs of the business.
 
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.
 

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.

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