Description
TemPositions is supporting a high-volume government services account and seeking experienced, fully bilingual English/Spanish Call Center Representatives to serve as the first point of contact for NYC residents. In this role, you will handle a high volume of inbound citizen inquiries related to housing, public works, and transportation — with accuracy, composure, and efficiency. This is a demanding role requiring strong call center experience, CRM proficiency, and genuine fluency in both languages.
Position Details
Location: Fully Remote — Must currently live or have previously lived in New York City
Schedule: 40 hours/week. Weekend availability required. Days off fall between Tuesday and Thursday.
Shifts: Day or evening shifts available. Limited potential for overnight coverage (hours TBD).
Training: 3 weeks of paid training followed by a 4-week nesting period.
Start Date: TBD — Expected to move quickly with limited lead time.
Key Responsibilities
- Handle a high volume of inbound calls from NYC residents requesting city services, information, or issue resolution.
- Log and route service requests accurately into the client CRM and case management systems.
- Identify resident needs using active listening and targeted probing questions to deliver accurate, efficient solutions.
- Escalate urgent, sensitive, or complex inquiries to the appropriate agency or supervisor.
- Meet performance metrics including Average Handle Time (AHT) and First Call Resolution (FCR).
- Document all interactions thoroughly in the system immediately following each call.
- Maintain composure and professionalism when handling frustrated or distressed callers.
Common Citizen Inquiries
- Housing: Apartment maintenance, heat, or hot water complaints.
- Vehicles & Parking: Towed vehicles, illegal parking, parking tickets, and camera violations.
- City Services: Service request status updates and general directory assistance.
- Community Issues: Neighbor noise complaints and worker feedback.
Minimum Qualifications
Language: Fully bilingual in English and Spanish — professional-level fluency required. Bilingual certification or formal testing preferred.
Experience: Minimum 3 years of call center experience, with demonstrated high-volume inbound experience (75+ calls/day preferred).
CRM: Proficiency in a CRM system is required (Microsoft Dynamics, Salesforce, Oracle, SAP, or equivalent). Candidates without CRM experience will not be considered.
Tech Skills: Ability to navigate multiple systems simultaneously. Typing speed of 50+ WPM required.
Remote Work: Reliable internet connection, quiet dedicated workspace, and prior remote call center or customer service experience required.
Education: High School Diploma or equivalent.
Residency: Must currently live or have previously lived in New York City.
Company Overview:
This job is presented to you by TemPositions Office, a division of the TemPositions Group of Companies. Enjoy exceptional compensation, benefits, and a wealth of opportunities in all office related positions. To learn more about employment opportunities, visit our website at www.tempositions.com.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, height, weight, or any other characteristic protected under applicable federal, state, or local law. Applications from members of minority groups and women are encouraged.
Benefits:
We value the work our employees do and are committed to offering competitive pay along with access to benefits designed to support your health, financial well-being, and everyday life. Benefit availability varies based on assignment type, schedule, length of employment, and plan eligibility requirements.
Benefits available to eligible employees include health plan coverage, comprehensive medical options, group-rate dental and vision plans, prescription drug coverage, short-term disability, and a 401(k) plan. Employees can also access additional support and savings programs, including an Employee Assistance Program, childcare assistance, the Perks at Work employee discount program, paid holidays, and longevity pay bonuses.
Together, these offerings are designed to provide meaningful support while you build experience, earn income, and take on opportunities that fit your goals.
