Customer Service Representative III

2 months ago

Buffalo, United States Seneca Holdings LLC Full time

Great Hill Solutions is part of the Seneca Nation Group (SNG) portfolio of companies. SNG is the federal government contracting business wholly owned by the Seneca Nation. SNG meets mission-critical needs of federal civilian, defense, and intelligence community customers across a variety of domains. The SNG portfolio receives shared services support from its parent company Seneca Holdings and is comprised of multiple companies that participate in the Small Business Administration 8(a) program. To learn more visit www.senecanationgroup.com and follow us on LinkedIn.

The Seneca Nation Group companies offer competitive compensation and a strong benefits package including comprehensive medical and dental care, matching 401K, paid time off, flexible spending accounts, disability coverage, and other benefits that help provide financial protection for you and your family. We pride ourselves on our collaborative work environment and culture which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

Great Hill Solutionsis looking to hirean experiencedCustomer Service Representativeready to support a dynamic cutting edge program. The Case Manager is responsible for providing outreach services to American and Afghan citizens in Afghanistan who qualify to travel to the United States and or to alternative countries. The successful representative will address issues/correspondence with high levels of confidentiality while maintaining information security during all stages of the outreach process. The ideal candidate for this role must be comfortable working in a collaborative team environment and possess outstanding communication, organization, and critical thinking skills.

Roles and Responsibilities include but not limited to:

  • Enter critical confidential information into the Contact Management System Database.
  • Vet the status of security and medical applications to determine safe transport.
  • Perform data entry reconciliations to ensure accuracy of the information in CMS.
  • Deliver emergency instructions as necessary to American or Afghan citizens to reach safe haven or designated locations.
  • Ability to use multiple forms of communications, such as phone, multi-modal communications, text, email, WhatsApp, and other internet phone applications.

Basic Requirements:

  • 2-3 years of call center/case management experience.
  • Excellent verbal and written communication skills.
  • Ability to speak read and write Dari/Farsi and Pashto.
  • Exceptional interpersonal and conflict resolution skills.
  • Excellent organizational skills and attention to detail.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solvingskills
  • Abilityto act with integrity, professionalism, and a high level of confidentiality.
  • US or Afghan Citizen

Desired Qualifications:

  • Bachelor's Degree
  • 2-3 years of call center/case management experience.
  • Experience handling highly confidential information is highly preferred.
  • Language fluency in English, Farsi, Dari, and or Pashtu.*Note: If bilingual, and English is a second language, a certification of English Proficiency is required.
  • US or Afghan Citizen

In compliance with Colorado's Equal Pay for Equal Work Act, the hourly rate for this role is $33.65; However, Seneca Holdings considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.

Diversity, Equity & Inclusion Statement:

The Seneca Holdings family of companies is committed to building an inclusive work environment that encourages, supports, and celebrates the diversity of our employees. We recognize that an inclusive corporate culture improves how we support our customers and also improves the collective impact we can make in our communities.

Equal Opportunity Statement:

Seneca Holdings provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.

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