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Customer Service Rep - Case Management in Aurora, IL at The GEO Group, Inc.

Date Posted: 5/12/2022

Job Snapshot

  • Employee Type:
  • Location:
    Aurora, IL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Facility: PROTOCOL

Salary: $17.50 + per hour

Bonus (if applicable): $500 sign on bonus


Benefits: Full-time employees will enjoy a competitive benefits package for an energized workforce with options for you and your family including:

• Paid time off        • Paid holidays         • 401(k)
• 401(k) matching      • Health Insurance        • Dental Insurance
• Vision Insurance       • Life Insurance          • Flexible spending account
• Health savings account    • Tuition Reimbursement     • Reduced tuition rates
• Employee discount     • Employee assistance program • Pet insurance
• Disability Insurance     • Paid training           • Other benefits available

Equal Opportunity Employer.

$17.50 per hour. **$500 SIGN ON BONUS AFTER 90 DAYS

15 Paid holidays, 3 weeks PTO, See below for great Benefits!!  

*$.50 per hour PREMIUM FOR BILINGUAL (English/Spanish)*
*$.50 per hour DIFFERENTIAL FOR 3rd SHIFT* 

BI Incorporated is the largest provider of GPS, alcohol and RF technology and services in the United States. BI offers a full continuum of monitoring technologies and related supervision services for parolees, probationers, pre-trial defendants, and individuals involved in the immigration process. Our innovative products and services assist more than 1,000 agencies nationwide.  Great career option if you are interested in Criminal Justice, Sociology or Psychology. 

Must be available to work weekends. Available shifts are 2nd and 3rd shift.


  • Communicates via inbound and outbound telephone calls with various law enforcement agency staff members, parolees, and community based organizations and individuals. Responds to call types based upon contractual requirements. Uses web-based computer system for tracking, information gathering and documentation of calls.

Primary Duties and Responsibilities

  • Communicates via inbound and outbound telephone calls with various law enforcement agency staff members, parolees, and community based organizations and individuals in order to provide appropriate and accurate responses to inquiries and prompt and accurate resolution of issues.
  • Accurately documents all calls and updates parolee records in appropriate web-based computer systems.
  • Escalates complaints and complex calls to management for follow up as necessary.
  • Performs other duties as assigned.

Job Requirements

Minimum Requirements

  • High School Diploma or General Education Development (GED) certificate.
  • Successful completion of internal Correctional Specialist I certification after initial training period of 3 weeks.
  • Ability to successfully complete annual recertification testing.
  • One year of call center experience is preferred.
  • Ability to pass all pre-employment testing to include spelling, grammar and typing of at least 35 words per minute.
  • Successful completion of criminal background check and pre-employment drug testing.
  • Successful completion of required testing during introductory training.
  • Strong interpersonal skills.
  • Strong written and oral communication skills.
  • Ability to maintain the highest level of confidentiality.
  • Proficient computer skills, including, but not limited to, Microsoft Word and Excel.
  • Strong ability to diagnose, analyze, troubleshoot and resolve technical issues.
  • Must be self-motivated with the ability to work independently.
  • Ability to work in a multi-task environment and prioritize tasks appropriately.
  • Ability to meet contractual deadlines.
  • Ability to quickly develop knowledge of all programs systems and procedures to perform job effectively.
  • Ability to maintain professionalism when dealing with upset or escalated calls.
  • Ability to develop knowledge and understanding of, and compliance with Company policies and procedures.
  • Bilingual (Spanish) a plus.
  • Ability to work with computers and the necessary software typically used by the department.


  • Paid Time Off–Earn 3 weeks in your 1st year
  • 15 paid Holidays
  • Medical insurance on the 1st of the month, after 30 days
  • Dental/vision
  • 401(k) w/company match
  • Flexible Spending Accounts (FSA)
  • Basic Life/AD&D
  • Additional Life/AD&D
  • Short and Long Term Disability
  • Voluntary Accident Insurance, Critical Illness and Whole Life Insurance
  • Tuition reimbursement
  • Pet Insurance
  • Employee Stock purchase 
  • Discounts – Home and auto insurance, auto buying, car rental, cell plans, computers, movie tickets
  • Legal program
  • Aflac
  • Employee Assistance Program
  • Wellness Program
  • Direct deposit
  • Schedules posted 3 weeks in advance
  • Nationwide career opportunities
  • Social Committee
  • Taco Truck Fridays