Customer Service Representative

1 week ago

Lansing, Michigan, United States TEKsystems Full time
Job Summary

This is a phone-based customer service position supporting a government customer. The successful candidate will answer phone calls from U.S. citizens and utilize a computer-based knowledge system to answer general questions about policies, practices, procedures, and other data to assist callers.

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 knowledge base per customer request for information
  • Verify and record demographic data with caller and escalate customer issues as appropriate
  • 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
  • Promote vision, values, and services to all customers and stakeholders
  • Assist in maintaining organization-wide quality standards
  • Flexibility in work hours and shifts including some weekends as needed
  • Accept other jobs/duties as assigned

Requirements:

  • High School Diploma or equivalent
  • At least 18 years of age
  • U.S. Citizen
  • Proficient in the English language (written and verbal)
  • Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance
  • Proficient computer skills (MS Office, keyboarding speed and accuracy, internet-based research)
  • Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
  • Ability to take direction within a team setting and complete team-related work promptly

Work Environment:

Individuals will be in a cubicle for most of their scheduled shift. Individuals will work individually, and therefore are required to work well independently, however will also be a member of a team and therefore must be able to work in a team atmosphere. The tasks of the call center are repetitive in nature. The noise level is generally moderate.

Security:

Many of the positions through the Business Services Division require a security clearance. Thus, the candidate/employee must pass and maintain appropriate security and background checks as required for each area and/or contract. The extent of the security and background check may vary by position. Employment may also be contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate.

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