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Customer Service Representative
2 months ago
CALL CENTER CUSTOMER SERVICE REPRESENTATIVES
CRP, Incorporated (CRP), a professional services and management consulting firm, is seeking qualified Customer Service Representatives (CSRs) to support its call center projects. If you have one or more years of experience working in a high-call-volume call center environment, are professional, dependable, eager to learn, and can successfully navigate multiple applications simultaneously, we want you on our team.
CALL CENTER OPERATIONS
– Our partner provides daily oversight and management of the Call Center environment. If hired, CRP, Incorporated will be your employer, handling all employment matters, from onboarding, timesheets, and compensation to performance reviews, coaching, and support. On a daily basis, you will report to a Call Center Supervisor who will provide you with operations management, guidance, and general support, ensuring you feel reassured and supported in your role.
OUR DCAS CLIENT
– The primary role of the DC Access Systems (DCAS) Call Center project is to assists DC residents with Supplemental Nutrition Assistance Program (SNAP) – formerly known as Food Stamps, Temporary Assistance for Needy Families (TANF), and Medicaid-related issues and concerns, to include medical assistance, housing, and funeral arrangements.
ROLES, RESPONSIBILITIES & EXPERIENCE
– The Call Center Customer Service Representative position requires a range of roles and responsibilities, including but not limited to the below information, operational tasks, customer service, qualifications, skills, and experience.
Professionally handle large volumes of inbound/outbound calls in a timely manner.
Fluent in English, including excellent written and verbal communication, interpersonal and
organizationalskills.
Complete and maintain accurate call service logs.
High School Diploma or equivalent.
Must pass the security background check.
Must have a reliable Internet Service Provider (ISP). High speed internet access with a minimum of 25 Mbps upload/download speeds and wired Ethernet capability.
Carefully and efficiently follow all call center scripts, guidelines, policies and procedures.
Ability to work through 2-weeks of training, including nesting without interruption, absences, late arrivals or early departures.
Must be visibly on camera throughout the entire training/nesting.
Consistently meet performance goals by adhering to project guidelines.
Must have a minimum of 1-year relevant experience (i.e., call center, customer service, etc. ).
Must pass the call center skills assessment with a score of 85% or better.
Physical workspace requirements include an area that is dedicated for work and not used for
anything else (closed door environment), isolated from distractions and interruptions.
Navigate between multiple screens inorder to provide accurate information to consumers.
All CSRs will be responsible for providing their own personal computer or laptop for the DCAS project. Equipment must be in good working condition with the latest software updates.
Webcam required.
Able to effectively work in a remote (virtual) call center environment.
Able to take constructive criticism and open to coaching and additional training as needed.
Physical effort requirements include constant sitting with headset; frequent usage of computer; and ability to lift 50lbs or more of equipment and materials on a regular basis.
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