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Customer Service Representative
1 month ago
Customer Service Representative
San Antonio, TX (hybrid)
US Citizenship*
Responsible for basic inbound and outbound calls, email, and web chat services, as well as back-office services. Performs services focused on customer satisfaction and adherence to established Service Level Agreements (SLAs). Completes daily routine tasks and responsibilities to support the Customer Service department or programs.
Job Responsibilities
- Supports customers to submit and process PTIN applications or creates and submits on behalf of customer.
- Supports inbound/outbound calling, web chat, and paper mail inquiries.
- Assists customers with processing, identifying, and resolving processing issues.
- Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. All cases shall be logged into a web-based agent desktop application.
- Completes accurate account research for customer to confirm status of requests and applications.
- Support Services shall be executed in compliance with processing and program knowledge bases published by client.
- May be asked to assist Systems Operations team with testing of ServiceNow enhancements to improve user experience.
- Occasional telework may be authorized. CSS must adhere to all company and client requirements according to the Telework Agreement.
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