Sr. Customer Service Representative
HighPoint Digital's professionals focus exclusively on helping government agencies and companies implement their most critically strategic initiatives. The role of Sr. Customer Service Representative contributes to HighPoint by delivering exceptional customer service and handling sensitive information within a high-volume call center environment.
+ Operate in a high-volume, metrics-driven contact center environment.
+ Engage in multiple email and chat messages with various stakeholders and update profiles within databases.
+ Utilize Customer Relationship Management (CRM) software for recording and tracking tickets.
+ Resolve a wide variety of multifaceted stakeholder customer issues.
+ Resolve help desk tickets within 24 hours.
+ Work on multiple projects simultaneously in a contact center or help desk environment.
+ Deal with a variety of customers from varying professional/administrative backgrounds.
+ Document user and customer issues and research and troubleshoot reports and solutions.
+ Support weekly meetings with
+ Ability to obtain and maintain a favorable background investigation for access to sensitive but unclassified information is required.
+ Ability to multitask and research information on multiple databases simultaneously.
+ Ability to enter data and talk to stakeholders simultaneously.
+ Ability to conceptualize scenarios and communicate it effectively to stakeholders.
+ Ability to efficiently interpret research and analyze information from various sources.
+ Ability to communicate effectively both verbally (in groups and in one-on-ones) and in
+ Ability to listen actively to complex and sensitive
+ Ability to provide on-the-job training to new
+ Ability to successfully navigate a national web-based tracking system.
+ Ability to answer and respond to inbound calls for a wide variety of complex customer issues.
+ Ability to communicate effectively both verbally and in
+ Ability to create ad-hoc reports upon demand utilizing available
+ Ability to update the service level's standard operating
+ Ability to provide support to international customers and academic
+ Ability to utilize telephone systems, CRM, and other ticket tracker systems and Microsoft Office
+ A minimum of monthly one-on-one sessions with your manager.
+ Company-wide yearly trainings required.
+ Yearly update of resume to aid in Business Development opportunities.
+ Role-specific training.
+ High school diploma and five years of specialized experience performing duties in support of a multi-tier/level contact center is required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
+ Frequent walking, standing, and sitting within the work area.
+ Ability to remain stationary for long periods of time.
+ Ability to effectively communicate.
The work environment characteristics described here are representative of those of a standard office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
+ The work environment is that of an office position with minimal to high noise levels.
+ This position requires working independently, as well as part of a team.
+ This position requires contact with others on a daily basis.
+ This position will require regular and reliable attendance as established by the supervisor.
+ Frequent use of a computer is necessary.
+ This position requires the use of all general office equipment.
+ This is a full-time position with typical working hours.
+ This position needs a flexible work schedule to support the contact centers' needs during operating hours.
ABOUT HIGHPOINT:HighPoint is a growth-oriented firm that provides a unique, differentiated employee culture relative to our Federal market peers. We leverage this growth-oriented and employee-focused culture to attract and retain a higher grade of talent than our peers to be an employer of choice.
HighPoint helps government agencies elevate the citizen experience (CX) by improving the touchpoints through which citizens interact with government. We were founded in 2006 by Ben Lanius with the spirit of transforming how agencies connect with and empower citizens to deliver on mission-critical objectives.
At HighPoint, our focus is on delivering results that matter. We support and modernize our federal customer's mission critical systems and functions. Agility is at our core: it is the mantra that drives us to succeed. We work quickly, analytically and deliver on agency priorities.
HighPoint is privately held with 300 passionate employees across offices and locations in Indianapolis, Indiana; Baltimore, Maryland; and Reston and Herndon, Virginia.
HighPoint Digital, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, sexual orientation, age, religion, national or ethnic origin, disability or veteran status.
HighPoint Digital, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with HighPoint's legal duty to furnish information.