Tier 2 Customer Service Representative

Overview

Tier 2 Customer Service Representative

Clearance: Active Secret Security Clearance is Required

Location: Remote

Responsible for providing exceptional customer service for more complex Tier 2 contacts, as well as Tier 1 initial contacts as needed, by promptly addressing inquiries, clarifying policies, and resolving issues in a professional and courteous manner. Assists customers across a variety of support channels (e.g. chat, phone) using a set of web enabled support tools (e.g. Amazon Connect, Salesforce Service Cloud).

Responsibilities

The Tier 2 CSR is a pivotal role within the Contact Center that receives, investigates, and resolves customer inquiries primarily escalated within the Salesforce Service Cloud application from Tier 1. Tier 2 CSRs often initial outbound contacts to customers using email or phone channels from within the Service Cloud application. A Tier 2 CSR may also provide support to incoming customer inquiries from chat, email, or 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 Tier 2 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 and escalated 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.
• Handle escalated customer inquiries, complaints, and complex issues, utilizing your expertise in policies and procedures to provide effective and timely resolutions while maintaining high customer satisfaction.
• 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.
• 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.

Qualifications

Required:

1 year of contact center experience is required with a Bachelor's Degree or

Associates Degree + 2 years additional years of experience or

H.S. Diploma + 4 years additional years of experience

Skills and Abilities:

• Experience in handling escalated customer inquiries, complex issues, and complaints, demonstrating effective problem-solving and conflict resolution skills.
• Proficient computer skills and experience using customer relationship management (CRM) systems or similar tools.
• Excellent verbal and written communication skills, with the ability to effectively convey complex information in a clear and concise manner.
• Active listening skills to understand customer needs, concerns, and inquiries accurately.
• Ability to communicate professionally, tactfully, and empathetically, maintaining a positive and customer-focused approach.
• Ability to navigate and interpret complex legal or regulatory documents to provide accurate information to customers.
• Strong analytical and critical thinking skills to assess customer inquiries, identify underlying issues, and provide effective resolutions or escalate when necessary.
• Ability to evaluate multiple options, make informed decisions, and exercise judgment within the parameters of governmental policies and procedures.
• Capacity to handle challenging or sensitive situations with professionalism, diplomacy, and sensitivity.

Company Overview

Integral Federal is united by a shared passion of excellence in service. We are an Equal Opportunity Employer that cultivates a culture of diversity, equity, and inclusion, and are headquartered in Rockville, MD with offices in Charlottesville, Fredericksburg, DC and Aberdeen.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401K. That means you don't have to wait an entire year to earn matching funds for your retirement contributions! Give us a try and become part of a curated group of intelligence professionals at Integral Federal Inc.

Our package also includes:

• Medical, Dental & Vision Insurance
• Flexible Spending Accounts
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off - Holidays, Vacation & Sick Days
• Earned bonuses and awards
• Professional Training Reimbursement
• Paid Parking
• Employee Assistance Program