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Call Center Representative

Systems Integration Inc Colorado Springs, CO

  • Posted: over a month ago
  • $15 Hourly
  • Full-Time
  • Benefits: 401k, dental, life insurance, medical, vision,
Job Description

Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services. Join our customer service team to discover a professionally and financially rewarding career in an exciting, fast-paced, and growing government-contracting industry!

We are hiring Tier 1 Call Center Representatives to begin work at a site in Colorado Springs, CO location. Must be available to work between the hours of 3:00 am and 7:00 pm (MST), (7) days per week including holidays. **NOTE** This is a Service Contract Act Wage Determination position that pays an additional $4.60 per hour for Health & Welfare (H&W) benefits, in addition to the base wage rate.

Call Center Representatives will be able to confer with customers by telephone to provide information and conduct research to resolve questions. They will verify that appropriate responses were provided to resolve customer inquiries and keep detailed records of customer interactions. Representatives will be able to use Customer Relationship Management (CRM) software as well as research extensive commercial and government databases.

The successful applicant will have:

  • Proven knowledge and experience in the principles and processes for providing customer service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
  • Must have knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar to produce clear documentation of calls.
  • Call Center Reps will be adept at active listening, effective speaking skills to convey information effectively, be service oriented actively seeking ways to help and resolve problems.
  • Must excel at reading comprehension understanding written work in work related documents.
  • Must employ critical thinking skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

The Call Center operates 365 days per year. Call Center Representatives will receive calls from personnel security checkpoints when a customer without identification presents themselves at a checkpoint. The Call Center Rep will use knowledge based authentication in order to derive questions that the NTVC asks the passenger to verify their identity.

  • The Call Center Representatives will be trained to provide identity verification as the first contact point, with more difficult identity verification calls escalated to a Tier 2 rep.
  • Tier 1 calls include the following two types of calls: Identify Verification and Process Assistance calls. The Call Center Representative must be versatile in the use of computer databases to perform research, and must be able to use critical thinking skills to derive questions and determine if the customer's knowledge matches the database information verifying their identity.
  • Additionally, the Call Center Representative will assist the caller in clarifying questions they may have regarding security procedures.
  • Due to the sensitivity of the call type, all representatives will be required to pass a Personnel Security suitability determination and adhere to strict privacy policies.

Work Authorization/Security Clearance

  • Must be a US Citizen and be able to obtain a public trust security clearance.

What We Offer:

SII is an equal opportunity employer, offering competitive pay and performance-based incentives, along with a comprehensive benefits package, including 10 paid holidays per year; paid vacation; medical and dental coverage for employees and their dependents; disability insurance; life insurance; and a matching 401(k) plan.

 

 

Company Description
Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services.

Our Core Services:
Contact center, help desk and IT services including staffing, operating and managing contact centers and help desks.
Design, install, integrate, operate and maintain the technology and IT infrastructure to support contact centers and help desks, including disaster recovery capability in geographically dispersed, fully redundant Tier 4 rated data centers.
Integrate the newest Voice over Internet Protocol (VoIP) telephony technologies with legacy systems and networks to leverage and protect the customer’s existing technology investments.
Serve as a single source supplier to acquire fully integrated telephony system, including VoIP, Private Branch Exchanges (PBXs), Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Screen Pops, Unified Messaging and interfaces to Customer Relationship Management (CRM) applications.
Provide product maintenance and technical support to our customers 24/7/365 days per year utilizing a managed services model which includes: systems administration, system maintenance, system monitoring, change management, technical support, training, and project management.
SII has garnered numerous awards and accolades from customers, various industries, and the media. Our proudest and greatest achievement has been our ability to retain customers through repeat business.

Systems Integration Inc

Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services. Our Core Services: Contact center, help desk and IT services including staffing, operating and managing contact centers and help desks. Design, install, integrate, operate and maintain the technology and IT infrastructure to support contact centers and help desks, including disaster recovery capability in geographically dispersed, fully redundant Tier 4 rated data centers. Integrate the newest Voice over Internet Protocol (VoIP) telephony technologies with legacy systems and networks to leverage and protect the customer’s existing technology investments. Serve as a single source supplier to acquire fully integrated telephony system, including VoIP, Private Branch Exchanges (PBXs), Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Screen Pops, Unified Messaging and interfaces to Customer Relationship Management (CRM) applications. Provide product maintenance and technical support to our customers 24/7/365 days per year utilizing a managed services model which includes: systems administration, system maintenance, system monitoring, change management, technical support, training, and project management. SII has garnered numerous awards and accolades from customers, various industries, and the media. Our proudest and greatest achievement has been our ability to retain customers through repeat business.

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121 S Tejon Street

Colorado Springs, CO
80903 USA

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