Secret Cleared Call Center Representative

ABBTECH

Washington, DC

Expired: October 06, 2023 Applications are no longer accepted.

Vision , Medical , Dental , Paid Time Off , Life Insurance , Retirement
Contractor

FULLY REMOTE
SECRET CLEARANCE

The CSR is a pivotal role within the Contact Center who receives, investigates, and resolves customer inquiries originating primarily from chat or phone, but also fax, email, and other communications channels. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications and other resources. The CSR will enter applicable supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner. CSRs are responsible for, but not limited to, the following tasks:

Respond to inbound customer inquiries via phone, email, or chat regarding program related questions.
Conduct outbound contacts via phone, email, or other channels as necessary to follow up on initial inquiries, close inquiries, gather information, or for other reasons as necessary.
Use provided knowledge and training to provide accurate and detailed information about client policies, procedures, and guidelines to customers, ensuring clarity and understanding.
Effectively communicate program information to customers in a clear and concise manner.
Handle and resolve customer complaints or concerns, escalating complex issues to Tier 2 support or appropriate departments when necessary.
Maintain comprehensive knowledge of client policies, updates, and regulations to provide accurate and up-to-date information to customers.
Document all customer interactions and inquiries in the designated service management (CRM) system.
Collaborate with other team members and departments to resolve customer issues efficiently and deliver a seamless customer experience.
Follow established contact center guidelines and protocols, including adhering to service level agreements (SLAs) and maintaining quality assurance standards.
Identify opportunities for process improvements and contribute to the enhancement of customer service procedures and policies.
Continuously engage in training and development activities to expand knowledge of client programs, services, and policies.
Continually look for and suggest process improvements that will benefit our customers
May be required to work weekends, holidays, or off-shift, as necessary

Benefits (Full-Time, W2 Employees - at least 30 hours per week):
Medical, Dental, and Vision offerings
Weekly Direct Deposit
Paid Holidays and Personal Time Off
401(k) with match
Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages
Pre-Paid Legal and Employee Assistance Programs
Northwest Federal Credit Union Membership
BB&T @ Work Program
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans

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