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Call Center Service Representative

2 months ago

Chantilly, United States System One Holdings, LLC Full time
IT Call Center Service Representative
Junior role
$35K to include PTO and holidays

Location: Onsite - Chantilly, VA

Clearance: Must be clearable and able to obtain a Public Trust clearance

SCHEDULE: Hours are any time between 7 am to 7 pm Mon through Fri. Need to be available for any 8 hour shift between 7am-7pm but training will be 8am-5pm.

Onsite in Chantilly, VA on rotational weekly basis and for all of initial 4-5 weeks of training. Rest of work on non-rotational weeks can be done remotely. This is a technical support role- candidates will need 1-2 years of it customer service experience in troubleshooting and online IT support via phone. This role is mainly troubleshooting clients credentialing system. Your experience can include schooling, training, internships, etc.

Responsibilities:
The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client's issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.
Job Responsibilities:

  • Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature.
  • Responds to customer inquiries, provides customers with product and service information and processes orders, forms and applications.
  • May also make outboard service calls to potential customers.
  • Utilizes mechanized systems to initiate and complete service orders and handle customer requests.
  • Researches required information using available resources. Identifies and escalates priority issues and complaints.
  • Follows up customer calls where necessary.
  • Completes call logs and produces call reports.
  • May be required to work in one or multiple queues/skill sets over various customer contact channels.
  • May assist in training new employees.
Skills:
  • Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
  • Ability to work independently and manage one's time.
  • Ability to accurately document and record customer/client information.
  • Previous experience with computer applications, such as MS Outlook or data entry software.
  • Under immediate supervision, works on a limited variety of straightforward jobs.
  • Works on assignments that are routine in nature, requiring moderate judgment.
  • Work is checked for errors.
  • Has little or no role in decision-making.
Education/Experience:
  • High school diploma or GED preferred.
  • 0-2 years customer service related experience required.