Bilingual Call Center Representative - Government Services

HORNE is a professional services firm founded on a cornerstone of public accounting. As a top 25 business advisory firm, our team members serve clients from offices and project locations across the nation and Puerto Rico. Our Government Services practice is at the forefront of economic recovery programs nationwide with one of the most experienced and innovative teams anywhere. Our team provides program and project management, compliance, grant management, subject matter expertise and disaster recovery solutions needed to help government agencies affect positive change.

Essential Functions:

• Answer large amounts incoming calls and handle according to HORNE policy including but not limited to fielding caller inquiries, directing callers to the appropriate staff member, or taking messages for internal staff.  
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Keep records of all conversations in our database in a comprehensible way
• Meet and/or exceed personal/team daily, weekly and monthly goals
• Ability to evaluate a callers disposition and de-escalate situations involving dissatisfied callers
• Provide administrative support such as copying, scanning, emailing, filing and faxing as needed
• Strong written and verbal communication skills, which includes active listening
• Ability to set priorities, adhere to a daily schedule, and manage time effectively
• Work to cross-train on necessary functions required to successfully deliver services to
• Be customer focused and have the ability to adapt to different personality types
• Ability to provide a high-level of accuracy with excellent attention to detail
• Position is required in office in one of the Pinellas County intake centers in order to collaborate directly with case management and leadership regarding program applicant calls.

 Qualifications:

• High School Diploma or equivalent required; associate or bachelor’s degree preferred
• 2+ year experience in customer service or 1+ year high volume call center experience
• Experience managing heavy call volume is preferred
• Strong customer service and communication skills
• Detail-oriented with the ability to manage multiple tasks under pressure
• Proficient in Microsoft Office and data entry systems
• Must be Bilingual Spanish/English
• Ability to work both independently and as part of a team
• Ability to pass a background check (fingerprinting may be required)***

Work Environment:

• Up to 40 hours/week with flexible shifts

HORNE Values…

• A forward thinking, anticipatory professional driven by a passion to pursue your full potential and dreams.
• A work environment that promotes collaboration, consistency, and community service to empower people.
• An inclusive culture that promotes career/life integration and invests in developing people in areas of focused expertise.

HORNE Offers…

• An unrivaled distinctive, special culture that values collaboration, innovation, and positive energy which HORNE calls “Deliver with Care.”
• A team of professionals grounded in strong, personal relationships and a sense of belonging to a common purpose for adding value and making a difference.
• A dedicated team of individuals from diverse backgrounds working together to leave our clients better than we found them.

 

The firm you’ll be joining is a decidedly different business advisory firm. HORNE goes beyond traditional accounting to collaborate, advise, and align with clients to transform rapid change and uncertainties into opportunities for growth and profitability.  

We are a team that focuses on reaching our full potential, rewards high performance, and prioritizes leadership development for every team member.  HORNE emphasizes health and personal development through our multiple wellness programs. Despite our size, HORNE takes time to recognize, support, and celebrate one another's successes, working together for the highest good.  Come join us at team HORNE!

HORNE does not accept unsolicited agency resumes.  Please do not forward unsolicited agency resumes to our website, employees or Human Resources. HORNE will not be responsible for any agency fees associated with unsolicited resumes.