Job Description/Duties:
Support contact/call center/help desk environment through multiple channels of correspondence using web-based tools to navigate government and non-government applications. May be required to support social media activities on an as-needed basis.
Responsible for responding to inbound and outbound calls and other forms of electronic communication measure.
Determines needs by working with customers.
Answers inquiries and resolves problems by clarifying desired information; researching, locating, and providing information from scripts.
Resolves problems by deescalating or escalating unresolved problems.
Fulfills requests by clarifying desired need; completing transactions; and providing responses.
Maintains call center database by entering information.
Updates job knowledge by participating in educational opportunities.
Requires excellent grammar, oral and written skills.
Qualifications:
High school education or equivalent; college degree is preferred, but not required
Must have a minimum of 6 months to 1 year of help desk/call center experience for inbound & outbound calls
Must pass extensive background check and credit check–eligible to obtain a government security clearance and cannot be delinquent on any Federal debt
Microsoft basic user of Word/Excel/Outlook
Must be able to type 40 wpm
Must have an impeccable attendance record and excellent work ethic
US Citizens only (No Green Card or Visa’s)
Required Capabilities:
Effective listening & comprehension skills
Ability to closely follow instructions
Analytical & resourceful problem-solving skills
Ability to research the facts & analyze the situation before making a decision
Outstanding verbal and written communication skills and excellent grammar
Proper telephone etiquette
Good opportunity for applicants who are bilingual, fluent in Spanish (speak, read, write) and English.
Good pay ($14 hr), paid training, shift work, and full time benefits available (medical, dental, paid time off and 10 paid holidays)
M/F/V/D
EOE
(44882) Must have a minimum of 6 months help desk/call center experience.
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