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Call Center Agents

2 months ago

Orlando, United States V2X Full time
Overview

This position description is subject to change at any time as needed to meet the requirements of the program or company. Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism. Advantor Systems is dedicated to providing the highest quality comprehensive proprietary and integrated solutions to help our U.S. Military and government customers protect critical assets through experience, integrity, hard work and loyalty. (Advantor Systems is a wholly-owned subsidiary of V2X, LLC.) 

V2X and Advantor are seeking highly skilled Call Center Agents to join our team, managing a large volume of inbound and outbound calls on behalf of a federal government contract. This position will be responsible for the timely answering of phones calls, messages, and emails from the contracted customer, documenting in detail the maintenance issues in the CRM platform, and forwarding the maintenance requests to the appropriate Original Equipment Manufacturer (OEM). The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call. As the voice of our company, the Call Center Agent must possess excellent communication and interpersonal skills. Agents will also maintain communications equipment by reporting problems as well as maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.


Responsibilities

Major Job Activities: 

  • Handle a large volume of inbound and outbound calls in a timely manner.
  • Respond to incoming calls, emails, and messages within the prescribed time limits.
  • Properly identify customer questions, complaints, concerns, and overall needs.
  • Provide sufficient answers and solutions to customer queries.
  • Direct customers to appropriate departments as required.
  • Follow all communication procedures, policies, guidelines, and instructions during every customer interaction.
  • Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team.
  • Create and maintain record of daily problems and remedial actions taken, using call-center database.
  • Reports to Call Center Shift Supervisor and/or Call Center Manager.

Qualifications

Minimum Qualifications: 

  • High school diploma or equivalent.
  • Minimum 1 year customer service or customer-support role experience.
  • Ability to successfully pass a federal background check.
  • A current TSA Suitability Determination is preferred; eligibility to obtain Determination is required.
  • Exceptional customer service, active listening, verbal and written communications skills, and a professional phone voice.
  • Able to quickly understand company services and policies.
  • Proficient with computers, CRM software and Microsoft Office products.
  • Excellent communication and customer service skills with the ability to work unsupervised in a team environment.

Benefits:

Our employees enjoy a competitive benefit package including health medical plans, vision, dental, 401(k) match, educational reimbursement along with a flexible work schedule and extra personal days off. 

 

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. V2X is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.

Minimum Qualifications: 

  • High school diploma or equivalent.
  • Minimum 1 year customer service or customer-support role experience.
  • Ability to successfully pass a federal background check.
  • A current TSA Suitability Determination is preferred; eligibility to obtain Determination is required.
  • Exceptional customer service, active listening, verbal and written communications skills, and a professional phone voice.
  • Able to quickly understand company services and policies.
  • Proficient with computers, CRM software and Microsoft Office products.
  • Excellent communication and customer service skills with the ability to work unsupervised in a team environment.

Benefits:

Our employees enjoy a competitive benefit package including health medical plans, vision, dental, 401(k) match, educational reimbursement along with a flexible work schedule and extra personal days off. 

 

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. V2X is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.

Major Job Activities: 

  • Handle a large volume of inbound and outbound calls in a timely manner.
  • Respond to incoming calls, emails, and messages within the prescribed time limits.
  • Properly identify customer questions, complaints, concerns, and overall needs.
  • Provide sufficient answers and solutions to customer queries.
  • Direct customers to appropriate departments as required.
  • Follow all communication procedures, policies, guidelines, and instructions during every customer interaction.
  • Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team.
  • Create and maintain record of daily problems and remedial actions taken, using call-center database.
  • Reports to Call Center Shift Supervisor and/or Call Center Manager.