Call Center Specialist

3 days ago


Arlington, Virginia, United States Goldschmitt and Associates LLC Full time
Job Description

We're looking for skilled professionals to maintain our Command Center. The ideal candidate will actively participate in training, apply lessons learned, and provide excellent customer service according to SBA needs/scripts/guides.

  • Ensure phones are staffed properly each day
  • Respond to incoming calls and emails
  • Monitor call flows, queues, and day-to-day operations
  • Use data analytics and user interviews to determine call trends
  • Rapidly escalate issues to supervisor/management as appropriate

The successful candidate will be able to implement sudden program changes with agility, speed, and accuracy. They will also use QA and Operational data to ensure scripts, messaging, and deliverables reflect proper guidance and exhibit high quality.



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