Bilingual Contact Center Customer Service Representative (REMOTE)

**Job Description:** **Company Overview:** SCRAM Systems is a leading provider of alcohol and location monitoring hardware, software, and mobile apps, including the SCRAM Continuous Alcohol Monitoring® (SCRAM CAM®) bracelet, the LifeSafer® L250 Ignition Interlock device, and LifeSafer Intelligence Speed Assistance. We provide an integrated approach to supporting our customers by offering solutions specific to court and agency needs in the community corrections industry throughout all phases of client management. As a company, we are committed to continuing our tradition of re\-engineering operations to streamline processes, enhance productivity, and improve client outcomes through constant innovation. Our purpose is to change lives, reunite families, and make our communities safer through advanced technology and world\-class service. Shift: First Shift,Second Shift,Rotating,Weekend **Job Summary:** The Customer Service Agent is responsible for providing high\-quality customer service by handling inbound interactions via phone, email, and chat communication channels. This role assists customers with inquiries, service requests, troubleshooting, billing, and account\-related concerns while ensuring adherence to company policies, service standards, state compliance requirements, and performance metrics. The ideal candidate demonstrates strong communication skills, problem\-solving ability, strong sense of empathy, and a commitment to delivering a positive customer experience while still ensuring company and state compliance. Candidates must also have proficient computer skills, customer service expertise, and the capability to work independently. Job Type: Full\-time\- Remote Customer Service Representative in Contact Center. **SCHEDULE REQUIREMENTS:** * Our Contact Center operates 7 days a week, 24 hours per day, including all holidays * Work schedules are determined based on the needs of the company and may consist of 4 weekdays plus 1 weekend day, 5 weekdays, or 3 weekdays along with 2 weekend days * Training classes for the Contact Center run Monday through Friday for 5 weeks, with daily 8\-hour sessions (timing may vary between 8 AM and 8 PM EST * ALL schedules are assigned when position is offered and will not be altered within the first 90 days unless company business needs require a change in different hours or days. **Duties/Responsibilities:** * Handle inbound and follow\-up customer interactions through phone and digital communication channels. * Respond to customer inquiries in a timely, accurate, and professional manner. * Deliver high\-quality, personalized customer service while maintaining a professional and supportive approach. * Promote and reinforce the company's brand by helping customers navigate services and supporting their return to normal daily activities. * Accurately document customer interactions, including inquiries, concerns, transactions, and actions taken within the appropriate syste