Call Center Service Representative Pay Rate = $13.63 + 10 paid Federal

Posting ID : A1068544574
Date Posted : 2015-08-19
Category : Customer Service

Call Center Service Representative Pay Rate = $13.63 + 10 paid Federal Holidays

To adequately perform the duties of the job, Individuals must possess a minimum of 6 months customer service experience. You must be able to pass a drug test, extensive background check, and credit check will be conducted on all applicants. Candidates must be eligible to obtain a government security clearance and cannot be delinquent on any Federal debt.

Required Skills & Training:
Effective listening & comprehension skills
Ability to closely follow instructions
Outstanding verbal & written communication skills
Analytical & resourceful problem-solving skills
Ability to research the facts & analyze the situation before making a decision
Confidence in making & committing to a decision
Proper telephone etiquette
Aptitude for learning & recalling details
Ability to prioritize & manage multiple tasks to completion, in a timely manner
High level of accuracy & attention to detail
Computer literacy, technical aptitude & familiarity with basic office software systems
Ability to work independently & in a team setting
Flexibility to work different shifts with the possibility of overtime, when needed

Additional skills, training and experience is desired (but not required) in any of the following areas:
A college degree is preferred, but not required
Bi-lingual, fluent in Spanish and English
Other desired experience: Government contracting, Quality Assurance, Workforce Management, Training & Development, Project Management, Technical Writing/Editing, Knowledge Management, Contact Center Operations Management, Supervising Teams, Social Media Analysis, Business Analysis

This position follows clearly detailed specific procedures in completing several repetitive clerical steps performed in a prescribed or slightly varied sequence, such as coding and filing documents in an extensive alphabetical file; could involve simple posting to individual accounts, opening mail, calculating and posting charges to departmental accounts, operating basic office equipment, e.g., photocopier, facsimile, multi-line phone/voicemail systems, mailing machines, and minimal computer programs. Little or no subject-matter knowledge is required, but the clerk uses his or her own judgment in choosing the proper procedure for each task.

Responsibilities and Duties

The candidate will be required to provide superior customer service in a contact/call center/help desk environment through multiple channels of correspondence.
The candidate will be required to handle questions and concerns with the highest degree of courtesy and professionalism.
The candidate will be required to communicate with end-users using web-based tools regarding navigation of both government and non-government applications in a leveraged environment supporting one or multiple queues/skill sets over various accounts.
The candidate will be required to accurately document all correspondence with end-users; thus a high proficiency in typing and grammar is a must.
The candidate will be friendly, have a passion for customer service excellence, and enjoy helping people.
The candidate will have a tactful manner and ability to effectively deal with difficult situations.
The candidate will be required to continually maintain a working knowledge of systems/applications/products serviced by the leveraged contact center.
The candidate will be required to follow strict work instructions and procedures that may vary by account.
The candidate will be required to adapt to continual changes to work instructions and procedures on each account.
The candidate will be involved in activities with contingent employee agencies, as it pertains to their role, on an as needed basis.
The candidate may be involved with training and development activities with both new hires and peers, as it pertains to their role, on an as-needed basis.
The candidate may be involved with quality monitoring and evaluation, as it pertains to their role, on an as-needed basis.
The candidate may be involved with reports, documentation and knowledge management, as it pertains to their role, on an as-needed basis.
The candidate may be involved with workforce management functions, as it pertains to their role, on an as-needed basis.
The candidate may be involved with social media activities, as it pertains to their role, on an as-needed basis.
The candidate will act as a role model and may be involved with team building and leadership activities, as it pertains to their role, on an as-needed basis.
The candidate must have an impeccable attendance record and excellent work ethic.
Required Skills & Training:
Effective listening & comprehension skills
Ability to closely follow instructions
Outstanding verbal & written communication skills
Analytical & resourceful problem-solving skills
Ability to research the facts & analyze the situation before making a decision
Confidence in making & committing to a decision
Proper telephone etiquette
Aptitude for learning & recalling details
Ability to prioritize & manage multiple tasks to completion, in a timely manner
High level of accuracy & attention to detail
Computer literacy, technical aptitude & familiarity with basic office software systems
Ability to work independently & in a team setting
Flexibility to work different shifts with the possibility of overtime, when needed

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