Lead Bilingual Customer Service Lead

Job description

Company Description We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites. Job Description: - Responds to business phones including directing callers to appropriate staff, responding to voicemail messages left after hours within 24 hours of receipt, scheduling client appointments and reaching out clients who fail to report for appointments. - Respond to virtual chat directing chat participants to appropriate resources via referral or direct engagement - Client follow up via phone, text, email, etc. 72 hours following initial contact. - Engage with system-wide referral database, creating referrals for a diversity of internal and external partners. - Manage client information in a specialized database that includes follow-up appointment with 95% accuracy rate and route and close out cases in database within 24 hours. • May perform client outreach duties - Tracks and reports on customer engagement activities - Assist wi...