INTRODUCTION FPMI Solutions, Inc. is an industry leader providing top-quality human capital management and learning solutions to the Federal Government and commercial clients. Our flexible training programs include both classroom and virtual opportunities. Our human capital services run the full range of the human resources functions and personnel security. Key to our success is our shared service center that provides hands-on assistance for human capital and personnel security—real people providing real-time solutions. We’re also a document management company managing records, eOPF, FOIA and more. We provide versatile, innovative, tailored solutions that support a more high-performing, efficient, sustainable and transparent customer. Our jobs are as diverse as our services. FPMI Solutions is a great place to start or build a career, and many of our opportunities are a good fit for Federal retirees who want to work after retirement and for college students looking for a challenge and flexible hours. POSITION TITLE Candidate Management Support Center Representative- Bilingual (English/Spanish) Work hours and days available – 7am-3pm Monday- Friday or 7am-3pm Tuesday-Saturday 2pm-10pm Monday-Friday or 2pm -10pm Tuesday-Saturday Applicants must specify desired work days when applying. LOCATION Madison, AL MAJOR DUTIES AND RESPONSIBILITIES FPMI’s Bilingual Candidate Management Support Center Representatives are the primary point for applicants, candidates, and customers in support of FPMI’s International Recruitment Activities. This is not just answering calls; this job includes researching and developing solutions, then ensuring that appropriate responses are provided to the satisfaction of our customers. The responsibilities of the position include but are not limited to the following: • • • • • • •
Receiving and processing incoming phone calls from Spanish/English speaking applicants and candidates and returning calls when appropriate Utilizing Human Resource/Recruitment software applications and available resources to research and provide information to applicants, candidates, and internal management. Answering questions, resolving issues, and adhering to scripts Providing the highest quality, responsive service possible Accurately logs-in all cases received via phone or e-mail into the inquiry tracking system. Uses procedures, policies, knowledge database and other reference materials to assist in answering inquiries. Research routine to complex questions and problems and provide appropriate responses or escalate as appropriate
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Uses procedures, policies, knowledge database and other reference materials to assist in answering inquiries. Must be able to meet established Quality Monitoring and Key Performance Metrics standards in a continuously monitored environment. Must have the ability to remain focused, professional, tactful and discrete when handling sensitive and/or confidential information. Demonstrate the ability to work effectively in a team oriented environment with general direction while providing support to co-workers. Participates in continuous improvement training. Participate in other departmental responsibilities as assigned.
QUALIFICATIONS REQUIRED Applicants must be bilingual in English/Spanish. Employee must be able to read, write, and verbally communicate in both Spanish and English. (NOTE: A detailed examination of your bilingual capabilities will be a part of the interview process) • • • • • • • • • • • • •
Must have the ability to pass a background investigation Experience working in a contact or call center environment Adept at working between multiple computer screens and possess good technical skills High School Diploma or GED Possess strong PC skills and the ability to work in fast paced environment Ability to follow standard procedures and scripts Strong analytical skills with attention to detail Strong listening skills Strong interpersonal and customer service skills Ability to follow strict policy guidelines and recognize situations requiring call escalation Ability to navigate online tools and other relevant applications. Ability to follow standard procedures and scripts Experience with entire MS office suite (word, excel, MS project, etc.)
PREFERABLE SKILLS AND EXPERIENCE • • •
Bachelor’s degree Prior experience multi-tasking in fast-paced environment Prior government and human resource experience
BENEFITS
FPMI employees experience challenging careers, rewarding opportunities and a positive, supportive team atmosphere. As an employee, you will be provided access to the FPMI University, to continue your education as a professional. We provide competitive compensation plans, paid vacation and sick leave, medical and dental coverage, vision plan and company matched 401k HOW TO APPLY
Qualified candidates can apply online at www.fpmi.com or email resume to resumes@fpmi.com. For more information about this position please contact Toi Garth at 256-539-1850. FPMI is an Affirmative Action / Equal Opportunity Employer / E-verify Participant