Irvine, California
Suitability/Public Trust
On-site only
Information Technology
Overview
GovCIO is currently hiring for a Call Center Service Representative - Bilingual, Spanish (SCA) to support the operations of the ECCO.
The Call Center Service Representative - Bilingual, Spanish (SCA) will, with their knowledge of the immigration lifecycle, respond to live questions and record in real time, inquiries from individuals in custody; their attorneys, advocates, family, and friends; individuals in immigration proceedings, and other immigration stakeholders in resolving complaints and concerns in accordance with agency policies, procedures, and standards, particularly those related to conditions in detention and other custody related topics using established protocols.
This position will be located in Irvine, CA. and will be an onsite position.
Responsibilities
Duties to include but not limited to the following:
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 a high level of service and accurate support
Quickly establish a rapport with callers, asking probing and thoughtful questions to identify concerns while applying deep knowledge of immigration enforcement and detention facility processes to address caller issues
Responsible for making database and manual queries related to individuals in immigration proceedings through provided tools
Able to discern and log relevant call information into a web-based case management system
Work cases to be referred to an Officer/Agent, field offices or agency headquarters offices for follow-up review and action
Leverage third-party telephonic interpreter services provided, as necessary
Ability to review case files and other immigration enforcement documentation, and perform detailed analytical and research support services
Ability to work independently and to manage and prioritize multiple tasks and work assignments
Qualifications
Required Skills and Experience
Associate's with 3 years of relevant experience (or commensurate experience) or a Bachelor's degree with two years of related experience; or five years of related experience if no degree
Must be a US Citizen
Bi-lingual (a minimum proficiency of a Speaking 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent - https://www.govtilr.org/Skills/ILRscale2.htm) Spanish and English (spoken and reading) is required
Ability to @type a minimum of 40 words per minute
Excellent reading comprehension, writing, and communication skills
Experience with applying knowledge to make autonomous decisions on the correct path forward to support outcomes of the incoming calls to support mission needs
Must perform at the minimum call intake performance metrics established
Clea rance Requirement :
Ability to attain and maintain DHS Public Trust Clearance
Posted Salary Range
USD $20.93 - USD $26.50 /Hr.
Company Overview
GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.
But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?
What You Can Expect
Interview & Hiring Process
If you are selected to move forward through the process, here's what you can expect:
During the Interview Process
Virtual video interview conducted via video with the hiring manager and/or team
Camera must be on
A valid photo ID must be presented during each interview
During the Hiring Process
Enhanced Biometrics ID verification screening
Background check, to include:
Criminal history (past 7 years)
Verification of your highest level of education
Verification of your employment history (past 7 years), based on information provided in your application
Employee Perks
At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:
Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment
*Available to full-time employees
Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
Posted Pay Range
The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.
