Call Center Specialist

COMPANY OVERVIEW: Talitrix is a premier provider of electronic monitoring solutions tailored specifically for the criminal justice industry. With a commitment to innovation, integrity, and social responsibility, Talitrix delivers advanced technology solutions that enhance public safety, improve offender rehabilitation outcomes, and streamline the operations of justice agencies. With a focus on collaboration and partnership, Talitrix works closely with law enforcement and community stakeholders to develop customized solutions that address specific program requirements and objectives. Our team provides comprehensive support and training to ensure seamless implementation and ongoing success.

POSITION SUMMARY: The In-Bound Call Center Specialist (CCS) is responsible for monitoring participants’ compliance via electronic monitoring (EM) devices and software. Supported by the Talitrix call center, the CCS is responsible for providing immediate notification to jurisdictions and account managers when major violations occur. The CCS is technologically savvy, detailed oriented, and possesses excellent verbal and written skills. This is a vital role for our organization, as we are engaged in providing life-changing solutions to all involved.

DUTIES AND RESPONSIBILITIES:

• Monitoring Alerts: Use the Talitrix App to monitor and close participant alerts in a timely manner. Engage participants and clients as appropriate to share information about daily activity. Follow established protocol for a given client and alert type
• Documenting Activity: Maintain meticulous records in the Talitrix app to ensure clear notation regarding the event, communications with participants and/or officials, and any other pertinent information that will capture all key information about a given event
• Communications: Timely and clear communication via voice, text and email following established protocols. This includes exchanges with participants, clients, and internal “customers”
• Cross Functional Collaboration: Work closely with other Operations teams to meet customer needs and seek continuous process improvement.
• Operations Support: assist with participant collections, creation of installation plans, and other key operations to meet the needs of clients and participants.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Computer skills/software: Salesforce, Five9, Microsoft Office Suite
• Must pass background check and reference verification
• Strong keyboard skills, both PCs and mobile devices - 35+ WPM
• Ability to troubleshoot and self-resolve basic PC issues
• Must reside within 75 miles of Alpharetta, Georgia 30005
• Able to maintain a high degree of confidentiality and respect for personal communications
• Bi-lingual Spanish speaking skills highly desirable

BENEFITS:

• Paid Time Off & Holidays
• Medical Insurance
• Dental/vision Insurance
• 401(k) Plan
• Flexible Spending Accounts (available with some plans)
• Company paid Life Insurance, Short and Long-Term disability
• Additional Insurance Plans available
• Employee Discount Program
• Employee Assistance Program (EAP)