Logistical Support Customer Service Representative

4 days ago

Battle Creek, Michigan, United States Peckham Full time
Job Summary

This is a phone-based customer service position supporting a government customer. As a Logistical Support Customer Service Representative, you will be responsible for providing support through phone and email correspondence with customers. The activities associated with this position include identifying and prioritizing the customer's request, documenting pertinent information, conducting research to provide resolution or escalation of the call if required. Additionally, you will encounter the need to utilize problem-solving skills and multiple databases with proprietary government Customer Interaction Center systems. Successful candidates will have a customer service orientation, be fast learners able to adapt to new information, problem solve, and possess excellent research skills.

Key Responsibilities
  • Provide superior customer service by answering incoming calls in a timely manner.
  • Follow established policies and procedures to respond and route calls appropriately.
  • Gather information to determine customers' needs; apply problem-solving skills and resolve the inquiry/request effectively.
  • Log customer information into a database ensuring data entry is accurate and complete.
  • Access database per customer request for information; use critical thinking skills to perform research to find a solution for the customer's need and/or concern.
  • Verify and record demographic data with caller and escalate customer issues as appropriate.
  • Provide clear and concise written responses to customer and vendor inquiries or escalate to the responsible resource for resolution.
  • Open non-call work tickets: review, work, and close incoming workload in specified timeframe based on priority.
  • Maintain and improve quality results by adhering to standards and guidelines.
  • Handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations.
  • Control the pace and flow of the inquiry/request and manage call time effectively.
  • Follow protocol and apply sensitivity and discretion in handling confidential information.
  • Utilize multiple software systems and operate within them to resolve simple to complex vendor questions.
  • Flexibility in work hours and shifts is required. This job is subject to a shift bid system based upon performance/merit and hours can change on a bi-yearly basis.
  • Accept other related jobs/duties as assigned.
Requirements
  • High School Diploma or equivalent
  • At least 18 years old
  • Proficient in the English language (written and verbal)
  • Bilingual Spanish positions - Proficient in the Spanish language (written and verbal)
  • U.S. Citizen
  • Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance
  • Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
  • Proficient computer skills (MS Office, keyboarding speed and accuracy, internet-based research)
Work Environment

This position is located in Battle Creek, MI, and requires working in a call center environment. The work environment is fast-paced, and the individual must be able to multitask and work well under pressure. The noise level is generally moderate, and the individual will be required to speak, listen, read, and use a computer simultaneously during their scheduled shift.

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