Job Description

Titan Technologies is hiring a bilingual (English/Spanish) Customer Service Representative, based in Houston, Texas, supporting the United States Citizen and Immigration Services (USCIS) where you’ll field highly sensitive calls from applicants regarding their immigration status.

If you’ve worked in a high-volume Call Center environment, are highly proficient in the use of automated tools, search and information retrieval systems, as well as knowledge and contact management systems, this role may be for YOU! You must bring strong and compassionate customer service skills, a commitment to excellence, and the desire to work in a continuing education environment; Titan will provide training

Sound interesting? Read on for more details!

Key Responsibilities

• Inquiry Management: Resolve high volumes of calls and tickets using prepared scripts and an extensive knowledge library.
• Information Integrity: Gather and verify applicant data while documenting every interaction with high detail.
• Professionalism: Maintain a courteous demeanor with teammates and callers, including customers in crisis or with difficult situations.
• Operational Readiness: Access the USCIS network 15 minutes before your published shift to ensure full coverage during hours of operation.

Part-Time Work Schedule & Location

• Monday Requirement All agents are scheduled every Monday for shifts ranging from 8 to 12 hours.
• Friday Requirement Agents are scheduled every Friday for shifts ranging from 6 to 10 hours.
• Holiday Flexibility In the event of a Monday holiday, the required workday will shift to Tuesday. Total weekly hours vary based on call volume and organizational needs.
• Potential for Conversion: This part-time role includes the potential to convert to a full-time position after 90 days of service, contingent upon individual performance, attendance, and operational requirements.
• Residency Must reside in one of the following Texas counties: Austin, Brazoria, Chambers, Fort Bend, Galveston, Harris, Liberty, Montgomery, or Waller.

Required Qualifications

• Citizenship: US Citizenship and the ability to pass Federal government suitability screenings to obtain a Personal Identity Verification (PIV) card.
• Education & Experience: High School Diploma/GED and at least 6 months of customer service experience.
• Language: Full bilingual proficiency (Spanish/English) in both verbal and written communication.
• Technical Skills: Advanced proficiency in Microsoft Windows, Microsoft Outlook, and Google Chrome.
• Background Check: Ability to successfully pass a level 2 government background investigation and drug screen.

Technical Requirements

• Home Office: A dedicated, distraction-free environment is mandatory.
• Internet: Reliable high-speed cable or fiber service is required; satellite, cellular, and DSL are strictly prohibited.
• Verification: Proof of ISP service levels must be provided prior to hiring.

Success

• 60 Days: Complete program training and meet all documented telephone standards.
• 120 Days: Demonstrate full mastery of advanced telephone customer service skills.

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!

Titan is proud to be a Service-Disabled Veteran Owned Business.