Tier 1 Customer Service Representative (CSR) with Security Clearance
Overview Tier 1 Customer Service Representative Clearance:
Active Secret Security Clearance REQUIRED Location:
Remote The Tier 1 Customer Service Representative is responsible for providing exceptional customer service and support 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
Responsibilities:
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 Qualifications
Qualifications:
Required:
Bachelor's degree and 6 months Customer Service or Contact Center experience required Associates Degree
2 years additional experience OR.
Diploma
4 years additional experience 6 months Customer Service or Contact Center experience required Proven ability to work well in and coordinate with a team in a virtual environment Proven experience in a customer service or contact center environment, preferably handling policy-related inquiries.
Strong verbal and written communication skills with exceptional listening and comprehension abilities.
Ability to effectively communicate complex policy information to customers in a clear and concise manner.
Excellent problem-solving and decision-making skills, with the ability to think quickly and offer appropriate solutions.
Ability to handle customer complaints and difficult situations with empathy and professionalism.
Proficient computer skills and experience with customer relationship management (CRM) systems or similar tools.
Strong attention to detail and organizational skills to ensure accurate documentation of customer interactions.
Ability to work well under pressure, handle multiple tasks simultaneously, and meet performance targets and deadlines.
Flexibility to work in a shift-based environment, including evenings, weekends, and holidays as required.
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 Recommended Skills Attention To Detail Communication Coordinating Customer Experience Decision Making Passionate Estimated Salary: $20 to $28 per hour based on qualifications.
Active Secret Security Clearance REQUIRED Location:
Remote The Tier 1 Customer Service Representative is responsible for providing exceptional customer service and support 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
Responsibilities:
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 Qualifications
Qualifications:
Required:
Bachelor's degree and 6 months Customer Service or Contact Center experience required Associates Degree
2 years additional experience OR.
Diploma
4 years additional experience 6 months Customer Service or Contact Center experience required Proven ability to work well in and coordinate with a team in a virtual environment Proven experience in a customer service or contact center environment, preferably handling policy-related inquiries.
Strong verbal and written communication skills with exceptional listening and comprehension abilities.
Ability to effectively communicate complex policy information to customers in a clear and concise manner.
Excellent problem-solving and decision-making skills, with the ability to think quickly and offer appropriate solutions.
Ability to handle customer complaints and difficult situations with empathy and professionalism.
Proficient computer skills and experience with customer relationship management (CRM) systems or similar tools.
Strong attention to detail and organizational skills to ensure accurate documentation of customer interactions.
Ability to work well under pressure, handle multiple tasks simultaneously, and meet performance targets and deadlines.
Flexibility to work in a shift-based environment, including evenings, weekends, and holidays as required.
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 Recommended Skills Attention To Detail Communication Coordinating Customer Experience Decision Making Passionate Estimated Salary: $20 to $28 per hour based on qualifications.
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