Client Support Specialist

2 months ago

Lansing, Michigan, United States TEKsystems Full time
Job Overview

POSITION SUMMARY

This role involves providing assistance to clients via telephone for a governmental organization. As a Client Support Specialist (CSS), you will manage inquiries from U.S. citizens, utilizing a computer system to deliver information on a variety of subjects. The ideal candidates will possess excellent communication abilities and a strong focus on customer satisfaction.

KEY RESPONSIBILITIES

  • Provide outstanding client support by efficiently responding to incoming calls
  • Adhere to established protocols to ensure calls are directed appropriately
  • Gather information to assess client needs, apply analytical skills, and resolve questions effectively
  • Accurately document client information in a database
  • Utilize a knowledge base to furnish requested details
  • Confirm demographic information, address client issues, and escalate matters when necessary
  • Maintain quality assurance by following set guidelines
  • Handle inquiries with professionalism and courtesy, even in challenging situations
  • Effectively manage call volume
  • Comply with protocols and manage confidential information with care
  • Contribute to the overall quality standards of the organization
  • Demonstrate flexibility in work hours, including weekends as required
  • Perform additional assigned tasks as needed

MINIMUM REQUIREMENTS

  • High School Diploma or equivalent
  • At least 18 years of age
  • U.S. Citizenship is mandatory
  • Proficient in both written and spoken English
  • Successful completion of a background check for federal security clearance eligibility
  • Strong computer skills (MS Office, accurate typing, internet navigation)
  • Effective verbal and written communication skills
  • A collaborative team player with a commitment to completing tasks promptly

PHYSICAL REQUIREMENTS

This position requires multitasking, including speaking, listening, reading, and using a computer simultaneously. Mobility within the workplace is essential.

WORKING ENVIRONMENT

The work is primarily conducted in a cubicle environment, necessitating both independent and collaborative efforts. Tasks are repetitive, and the noise level is moderate.

Additional assessments may include criminal background checks, employment verification, drug testing, and credit history evaluations. Factors influencing authorization may include poor credit history, prior termination for misconduct, substance use, and failure to provide truthful information during the security clearance process.

ADDITIONAL INFORMATION

This job description does not cover all responsibilities associated with the position. Employees are expected to follow directives and perform tasks as assigned by supervisors in accordance with applicable laws.

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