Call Center Employee

1 month ago

Arlington, United States Goldschmitt and Associates LLC Full time

At Goldschmitt and Associates LLC (G&A), we're not just another company-we're a catalyst for innovation and impact, and we're inviting passionate, forward-thinking individuals to join us on this journey. Recognized multiple times on the Inc 5000 list of the fastest-growing companies, G&A is a leader in tech transformation, consulting, and system modernization for some of the nation's most important federal agencies.

Our culture is built on inclusivity, creativity, and collaboration. We offer flexible schedules, telework options, and an environment where your ideas truly matter. At G&A, you won't just clock in-you'll be solving real-world challenges and working on projects that make a difference in the lives of millions.

Joining our team means becoming part of a vibrant, connected community where innovation thrives, your voice is heard, and your impact is felt. Whether you're a tech enthusiast, a strategic thinker, or a problem-solver, at G&A, you'll have the opportunity to level up your career while making a real-world impact.

If you're ready to be part of a company that values purpose as much as progress, G&A is the place for you

Summary:

Goldschmitt is seeking Call Center Employees to assist customers with loan operations via the call center phone/operational system, respond to incoming calls and emails from customers, transfer calls to the appropriate department, and support order processing and order form compilation. The Call Center Employee will be required to ascertain critical issues to be escalated and must be able to effectively communicate the situation to their supervisor or other management.

Job Duties and Responsibilities:

  • Maintain Command Center
    • Actively participate in training, and apply lessons learned in order to provide excellent customer service in accordance with SBA needs/scripts/guides etc.
    • Ensure phone is staffed properly each day
    • Respond to incoming calls and emails
    • Perform Real-time queue monitoring
    • Monitor call flows, queues, and day-to-day operations to meet the needs of SBA and end-user
    • Use data analytics and user interviews to determine call trends that can be reported to SBA
    • Implement any sudden program changes with agility, speed, and accuracy
    • Rapidly escalate issues to supervisor/management as appropriate
    • Using QA and Operational data, ensure scripts, messaging, and other deliverables reflect the proper guidance and exhibit high quality with ease of use
    • Apply process improvement techniques and CX strategies to ensure agent feedback is continuously incorporated in scripting to boost and continuously improve customer experience
    • Use call scripts, messaging/email templates, desk guides
    • Provide consistent and accurate reporting protocols
    • Deliver daily and weekly comprehensive, reports of operations and quality results
    • Produce detailed trend reports on an ad hoc basis to show historical, current, and/or cumulative call volumes, staffing, and customer inquiry information
  • Additional duties as assigned
Necessary Skills and Knowledge:
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations, financial reports, and legal documents. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Respond to inquiries or complaints from customers, agencies, or members of the business community.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Minimum Qualifications:
  • Possess at least 6 months of related experience
  • Possess reliable high-speed internet
  • Possess the ability to obtain and maintain a Public Trust clearance
Preferred Qualifications:
  • Possess prior experience supporting the Small Business Administration
  • Possess the ability to speak both English and Spanish fluently


Goldschmitt and Associates is an equal opportunity employer. Goldschmitt and Associates does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company.

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