Requirements

• English–Spanish B2+ or higher
• 1–2 years of customer service / call center experience .
• Experience working in high-volume inbound call environments .
• Strong proficiency with computer systems and customer service tools .
• High school diploma required.
• Availability to work fully hybrid and adjust schedule during Daylight Saving Time changes (ET) .

Key Responsibilities

• Handle inbound calls related to passport and visa services .
• Guide customers through application requirements, checklists, and timelines.
• Deliver One Call Resolution while ensuring high customer satisfaction.
• Meet KPIs related to quality, call efficiency, productivity, and NPS .
• Escalate or transfer cases to the appropriate departments when needed.
• Document customer interactions, concerns, and fee...