Information Specialist I

7 days ago

Rockville, United States JBS International Full time
Job DescriptionJob Description

The Information Specialist I is responsible for providing accurate, timely, and meaningful responses to information requests and inquiries. Requests and inquiries may be via phone calls, emails, text, live chat, and postal mail. The Information Specialist I proactively seeks to understand information being requested and uses project databases and resource tools to ensure consistent information is being provided.

***This position is part-time (60% time) position****

ESSENTIAL JOB FUNCTIONS:

  • Answers customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client-specific instruction
  • Checks, processes, and responds to voicemail requests and emails requesting information on project related issues
  • Monitors other lines of communication, including postal mail, faxes, text chat, etc.
  • Actively listens to recognize opportunities to offer the correct information and when needed additional information to callers to ensure the caller and client have received the best customer service experience possible
  • Ability to conduct research on complex inquiries to resolve customer’s needs. When needed, provides additional follow-up with customers
  • Ensures all inquiries are addressed in a timely manner and are documented and tracked by entering information into online ordering system and various other internal documents
  • Remains current on project related and general health information via training, the Web, and other resources
  • Contributes to project related reports
  • As needed, supports other JBS contracts

MINIMUM JOB QUALIFICATIONS:

Education:

  • Bachelor’s degree in related field (May vary based on assignment)

Experience:

  • Minimum 1 year of experience working in a call center or related project experience
  • Experience in research using the internet and other web-based platforms

Language:

  • English Fluency (Written and Oral) (May vary based on assignment)

Knowledge:

  • Customer service skills

Software Proficiency:

  • Proficiency in Microsoft Office (Word and Excel). Proficiency conducting internet research

Soft Skills:

  • Strong oral and written communication skills, ability to think quickly and be proactive to resolve needs quickly

PHYSICAL/MENTAL REQUIREMENTS:

  • Ability to sit for prolonged periods at a desk or computer workstation.
  • Regularly uses a computer, keyboard, and mouse.
  • Normal or corrected vision to read documents, view computer screens, and perform tasks that require visual accuracy.
  • Ability to hear and understand spoken information in person and over the phone.
  • Minimal lifting and carrying may be required, typically light office supplies or documents.
  • Ability to move within the office environment to access equipment, files, and interact with colleagues.
  • Ability to handle occasional stress related to deadlines, workloads, or challenging tasks.

OTHER DUTIES AS ASSIGNED: This position description should not be construed to imply that these requirements are the exclusive standards of the position, nor will it be the sole basis for any subsequent employee evaluations. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.

This position is subject to availability of funds and to any and all restrictions contained in the contract or contracts that provide funding for this position.

APPLICATION INFORMATION:
If you meet the minimum requirements for this position, please click on the "Apply" link posted below and complete the application. Please include a cover letter, resume, and at least three (3) professional references.

Our company is an equal opportunity/affirmative action employer. Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal "EEO is the Law" poster at EEOPost.pdf.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected Veteran status.

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