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Customer Service Representative

Cayuse Holdings
Pendleton, OR
  • Posted: 13 days ago
  • Full-Time
Job Description

Cayuse Technologies started as a joint venture between Accenture, LLC and the CTUIR in 2006 to create a US-based alternative to offshore delivery centers as a node on Accenture's global delivery network. Cayuse Holdings was created in 2018 and is comprised of 10 family companies, in addition to Cayuse Technologies. Cayuse Holdings is headquartered near Pendleton, OR and has regional offices in Atlanta, Salt Lake City, Seattle, Honolulu, and Washington D.C. Cayuse Holdings continues to be a 100% Indian Owned Economic Enterprise and is a foremost provider of responsible sourcing/certified diversity solutions for both commercial and government clients.


POSITION OVERALL DESCRIPTION

The CSRs (Customer Service Representative) are responsible for answering inquiries received through multiple communication channels. CSRs must complete initial training prior to responding to any inquiries on any channel. CSRs must be proficient in using automated tools, searching and retrieving information, and knowledge of contact management systems. The government may decide that CSRs are required to handle Personal Identifiable Information (PII) in the future, and if this were to occur, the Contractor must be able to support this work.

RESPONSIBILITIES
  • a) Identify the information needs of customers.
  • b) Provide information that meets the needs of customers and answers their questions in accordance with quality standards and business rules.
  • c) Collect data on each interaction using the provided CRM solution and other identified CC technology.
  • d) Speak and write using plain language.
  • e) Speak in a friendly conversational manner (not scripted) while maintaining a professional tone.
  • f) Use the provided CRM solution and other identified CC technology to help answer questions
    on all channels, including use of standard templates while still delivering personalized information to each customer.
  • g) Perform Internet searches of government websites and other web content to locate specific answers to customer questions.
  • h) Control the pace and flow of the inquiry or request and manage call time effectively.
MINIMUM QUALIFICATIONS
  • a) High school diploma or General Educational Development (GED) Certificate.
  • b) Customer service experience and ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
  • c) General knowledge of government programs.
  • d) General knowledge of Microsoft Office Suite products
PREFERRED QUALIFICATIONS
  • a) Ability to listen to and empathize with customers and acknowledge their concerns.
  • b) Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.
  • c) Ability to gather information to determine a customer's needs, apply problem-solving skills, and resolve the inquiry/request effectively.
  • d) Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
  • e) Ability to receive inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers and route them to the appropriate CSR or queue for response.
  • f) Ability to receive coaching and performance feedback from supervisor(s).
  • g) Ability to communicate effectively.
WORKING CONDITIONS

Normal physical conditions
Generally agreeable work environment in a high secure area
May be asked to travel for business or professional development purposes
Will work as needed to accomplish tasks and responsibilities
Hours of Operation: 5am to 5pm, Monday to Friday


Cayuse and our family of companies are 100% Indian Small Business Economic Enterprises (ISBEE) wholly owned by the Confederated Tribes of the Umatilla Indian Reservation (CTUIR). Specifically, within our Government Operations, we offer diverse business lines and workforce while providing solutions for federal, state, and local clients throughout the world. Cayuse's comprehensive program management, mission support, and technology solutions are ideally positioned to help our clients advance their goals.



Job Posted by ApplicantPro

Cayuse Holdings

Address

Pendleton, OR
97801 USA

Industry

Business

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