Customer Service Representative

Job Description

JOB SUMMARY

Responsibilities:

• Handle incoming calls with accuracy and professionalism; facilitate first call resolution and escalate using proper procedures
• Navigate systems of record and knowledge tools to ensure accurate information is conveyed to callers
• Communicate clearly in writing and verbally; actively listen to understand caller concerns
• Identify and escalate unusual or recurring issues through established channels
• Research account details and exercise sound judgment on follow-up actions
• Navigate multiple applications simultaneously to deliver comprehensive solutions efficiently
• Monitor and report unusual call patterns or repeat issues; escalate system problems to supervisory staff promptly
• Attend required training sessions for new projects and initiatives; maintain organized training materials
• Perform other duties as assigned

Qualifications:

Required

• Minimum 1 year of customer service experience
• Ability to pass federal clearance
• Flexibility to work weekends, evenings, and holidays as needed
• Proficiency with computer systems and software
• High school diploma or equivalent (equivalent experience may substitute)

Skills & Abilities

• Excellent written and verbal communication skills
• Strong analytical and effective decision-making skills
• Proficient PC and internet navigation skills
• Efficient time management in a fast-paced environment
• Ability to navigate multiple applications simultaneously

Nice to Have

• Prior experience in a high-volume production environment
• Experience managing difficult customer interactions with professionalism and diplomacy

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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