Contact Center Specialist

4 weeks ago

Vienna, Virginia, United States Integral Federal, Inc Full time
Contact Center Agent - Mid (Tier 2)

Job Summary:

We are seeking a highly skilled Contact Center Agent to join our team at Integral Federal, Inc. As a Contact Center Agent, you will be responsible for providing exceptional customer service and technical support to our clients.

Responsibilities:

  • Deliver service and support to customers via phone, email, and chat.
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests.
  • Gather customer information and determine the issue by evaluating and analyzing symptoms.
  • Diagnose and resolve hardware and software issues involving computer and application compatibility.
  • Research required information using available resources, including knowledge bases, training materials, and published solutions.
  • Follow established processes and procedures.
  • Identify and escalate priority issues and redirect problems to appropriate resources.
  • Accurately process and record call transactions via computer using our ticketing system.
  • Follow up and make scheduled call backs to customers, per standard procedures.
  • Stay current with system information, changes, and updates, per direction.

Requirements:

  • 2 years of contact center experience required.
  • Bachelor's degree required or substitution for bachelor's degree is 3 years of customer service/contact center experience (5 years' experience total without a degree).
  • Active SECRET security clearance required.

Skills and Abilities:

  • Experience researching problems, analyzing trends, and distributing findings.
  • Well-versed in customer service best practices, ensuring high-quality interactions.
  • Strong in conveying information clearly and effectively, in writing or verbally.
  • Skilled with contact center and CRM tools, facilitating efficient issue resolution.
  • Agile in responding to fast-paced work demands and adept at solving problems.

Language Requirements:

  • Fluent in both spoken and written English.
  • Bilingual capabilities, particularly in Spanish, are highly desirable.
  • Ability to provide Spanish-speaking staff meeting the Full Professional Proficiency (Level 4) as defined by the US State Department, especially for surge staffing needs as specified by the government.

Telework Setup Requirements:

  • Specified Work Area: An allocated section in the agent's residence, exclusively utilized for professional tasks.
  • This zone must be conducive to focused work, devoid of disruptions, ensuring customer engagements are conducted without background disturbances.
  • Stable High-Speed Internet: A dependable and fast internet service, capable of supporting seamless voice communications, system access, and use of online applications concurrently.

About Integral Federal, Inc:

We partner with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Our package also includes medical, dental, and vision insurance, flexible spending accounts, short-term and long-term disability insurance, life insurance, paid time off and holidays, earned bonuses and awards, professional training reimbursement, paid parking, and an employee assistance program.

We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.

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