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Client Support Specialist
2 months ago
Summit Federal Services, LLC (SFS), a rapidly expanding woman-owned Small Business and HUBZone enterprise, is renowned for delivering exceptional acquisition, business process, training, IT, administrative, and security services to various federal agencies.
SFS is seeking a Client Support Specialist to assist clients with loan operations through our call center system. This role involves responding to incoming inquiries via phone and email, directing calls to the appropriate departments, and aiding in order processing and documentation. The Client Support Specialist will need to identify critical issues for escalation and communicate effectively with supervisors and management. This position is designed to be performed remotely.
Key Responsibilities:
- Oversee Command Center operations.
- Engage in training sessions and apply learned concepts to enhance customer service in line with SBA guidelines.
- Ensure adequate staffing of the phone lines daily.
- Handle incoming calls and emails promptly.
- Monitor real-time queues and call flows to meet operational needs.
- Utilize data analytics to identify call trends for reporting purposes.
- Adapt swiftly to sudden program changes with precision.
- Escalate issues to management as necessary.
- Ensure that scripts and messaging are clear and user-friendly, reflecting high-quality standards.
- Incorporate agent feedback into processes to continually enhance customer experience.
- Utilize call scripts and templates effectively.
- Provide accurate reporting on operations and quality metrics.
- Generate detailed trend reports as needed.
- Perform additional tasks as assigned.
Required Competencies:
- Achievement Orientation: Demonstrates persistence and overcomes challenges.
- Business Insight: Aligns tasks with strategic objectives and understands market dynamics.
- Ethical Standards: Maintains integrity and inspires trust.
- Customer Focus: Develops innovative approaches to meet client needs and monitors satisfaction.
- Strategic Analysis: Adapts strategies based on market conditions and identifies opportunities.
- Analytical Skills: Synthesizes diverse information and designs effective workflows.
- Problem-Solving: Identifies issues and develops creative solutions.
- Communication: Effectively conveys ideas and listens to others.
- Quality Assurance: Seeks to improve quality and monitors own work for accuracy.
- Influence: Gains support for ideas and achieves favorable outcomes.
- Judgment: Makes informed decisions and includes relevant stakeholders.
Qualifications:
- Willingness to work a Mid Day shift.
- Minimum of one year experience in a high-volume call environment.
- Proficiency in Microsoft Office applications.
- Ability to navigate multiple online platforms.
- Must pass a background investigation for security clearance.
- Ability to obtain and maintain SBA suitability clearance.
- Remote work capability from personal residence.
- Bilingual in Spanish is preferred.
Summit Federal Services, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
