Senior Customer Support Specialist
2 weeks ago
Security Clearance Requirement: A DOD SECURITY CLEARANCE IS REQUIRED TO FILL THIS POSITION.
The Senior Customer Support Specialist plays a crucial role within the Contact Center, tasked with receiving, investigating, and resolving customer inquiries that come through various communication channels such as phone, e-fax, email, and chat. This position demands a commitment to responding to customers in their preferred communication method, ensuring a courteous and timely interaction.
Key Responsibilities:
- Utilize various software applications effectively, including internal and external websites, telephone systems, and CRM applications.
- Accurately enter supporting information into systems and web forms via computer.
- Conduct all transactions with precision, courtesy, and efficiency.
Qualifications:
Education:
- Minimum of a High School Diploma.
- Preferred: Associate's degree.
Experience:
Four (4) years of relevant experience in customer service, or three (3) years with an associate's degree, or two (2) years with a bachelor's degree, preferably in a contact center environment.
Skills & Abilities:
- Capability to maintain a Secret Clearance.
- Ability to quickly establish rapport with customers and identify their concerns.
- Proficient knowledge of current CRM systems.
- Understanding of printer functions and basic troubleshooting for printers and scanners.
- Excellent oral and written communication skills to convey complex actions taken regarding customer service requests.
- Willingness to work collaboratively under supervision.
- Experience with documentation using professional business methods.
- Proficiency in Microsoft Office applications.
It is essential that the skill sets of personnel remain current with evolving technologies in the Customer Relationship Management industry. The contractor is responsible for ensuring that staff are trained in current and future technologies utilized by the Department of the Navy at no additional cost to the Government.
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