Customer Service Representative, Call Center

4 weeks ago

Tucson, United States ASRC Federal Holding Company Full time

ASRC Federal Mission Services is seeking Customer Service Representatives to support our DOJ government agency program in El Paso, TX. Join our team today and apply on-line. Key Role Within a call center environment, receive incoming calls and inquiries and ensure the timely process through which call center problems are controlled and resolved. Identify the issue or problem of the inquiry and follow the research, isolation, and follow-up steps to resolve any issues. Provide guidance/training for less-experienced personnel and provide second-tier support to end users for issue resolution. Examine system applications by simulating or recreating user problems to resolve operating difficulties that the first tier cannot resolve and escalate issues to management or IT support. Answer inbound telephone inquiries, make outbound calls when necessary, process orders, prepare and process correspondence, and fulfill all customer needs to ensure customer satisfaction. Perform daily office tasks such as communication with customers, filing, recording, maintaining records, copying, posting, and other similar duties, using a computer terminal, and other word processors to accomplish assignments. Ensure that confidential documentation is secured in compliance with the customer and company policies and procedures. Handle telephone calls courteously and efficiently using proper telephone etiquette, including but not limited to the following: prepare for incoming calls; speak clearly and properly; listen when taking incoming calls; be sensitive to the needs and moods of callers; deal with irate callers; screen calls properly; give accurate information; transfer calls appropriately; take complete and accurate messages; conclude a call courteously; handle high volume calls expertly. Enter accurate information in an Oracle database; manage customer calls through call queue(s); solve problems using information researched and tools available such as specific web browsers. Requirements Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook). Strong communication skills, oral and written, with effective organizational and time management skills. Ability to interact with all levels of professionals. Good problem-solving skills with the ability to multi-task and meet strict deadlines. US Citizenship is required and the ability to obtain a government-issued public trust. Ability to successfully pass a government-issued background investigation. Education/Experience Minimum of a High School Diploma/GED. Minimum of six (6) years of experience with a minimum of four (4) years as a customer support services operator/analyst. Bilingual - Spanish, is a plus. #J-18808-Ljbffr

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