Senior Customer Support Specialist
2 weeks ago
Note: A DOD SECURITY CLEARANCE IS REQUIRED FOR THIS ROLE
The Senior Customer Support Specialist plays a crucial role within the Contact Center, tasked with addressing, investigating, and resolving client inquiries that come through various communication channels including phone, e-fax, email, and chat.
This position requires the ability to engage with clients using their preferred communication method, ensuring a courteous and prompt response. Proficiency in utilizing diverse software applications is essential, encompassing both internal and external websites, telephone systems, CRM applications, and additional resources. The Specialist will accurately input relevant supporting information into systems and web forms via computer, ensuring all transactions are handled with precision and professionalism.
Qualifications:
Education:
- Minimum of a High School Diploma
- Preferred: Associate's Degree
Experience:
A minimum of four (4) years of relevant experience in customer service, or three (3) years with an Associate's Degree, or two (2) years with a Bachelor's Degree, particularly in a contact center environment.
Skills & Abilities:
- Capability to maintain a Secret Clearance
- Ability to quickly establish rapport with clients, identify their concerns, and utilize documentation and CRM systems to fulfill their requests.
- Familiarity with current CRM systems
- Understanding of printer functionalities, connectivity, and basic troubleshooting for printers and scanners.
- Strong oral and written communication skills to effectively convey information and explain complex actions related to customer service requests.
- Willingness to work collaboratively under supervision in a team setting.
- Experience in documentation using standard business practices.
- Proficiency in Microsoft Office applications.
It is imperative that the skill sets of personnel remain current, as the Customer Relationship Management industry is continually evolving. The contractor is required to stay updated on current, next-generation, and any future COTS technologies utilized by the Department of the Navy, at no additional cost to the Government.
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