Customer Service Representative

Job Description:

• Answer and track incoming calls
• Prepare and submit accurate, detailed reports in government systems
• Engage and interview callers in a dynamic environment, applying critical-thinking skills and sound judgment beyond established scripts and decision trees
• Navigate multiple systems and applications simultaneously while accurately documenting and maintaining information
• Accurately record all details in accordance with procedures
• Conduct database and open-source research
• Route and escalate calls appropriately
• Perform other duties as assigned

Requirements:

• 3+ years experience in a call center
• High school diploma or equivalent is required
• Proven ability to multitask while simultaneously communicating and inputting data
• Strong written and verbal communication skills
• Ability to work independently, manage assigned responsibilities, and make informed decisions with minimal supervision
• Proficiency in Microsoft 365, particularly Microsoft Word, including drafting, formatting, editing, reviewing, and finalizing professional reports
• Proficiency with telephony systems, CRMs, and Microsoft Office Suite
• Experience handling sensitive information
• Ability to pass a government security background check

Benefits:

• Equal Opportunity Employer; does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.