Job Title Customer Service Representative Education N/A Location Chantilly, Virginia - VA US (Primary) Career Level Experienced (Non-Manager) Category Information Technology Salary Grade Date Needed By Job Type Full-time Travel Job Description JOB DESCRIPTION POSITION TITLE: Customer Service Representative REPORTS TO: IT Project Manager of Enterprise Solutions Line COMPANY: Leisnoi Enterprise Solutions, LLC LOCATION SITE: Chantilly, VA FLSA: Non-Exempt JOB STATUS: ` Regular, Full-Time Company Description The Customer Service Representatives (CSRs) are responsible for answering inquiries in English received through multiple communication channels. CSRs must complete initial training prior to responding to any inquiries on any channel. CSRs must be proficient in using automated tools, searching and retrieving information, and knowledge of contact management systems. The customer may decide that CSRs are required to handle Personal Identifiable Information (PII) in the future. Essential Functions, Responsibilities & Duties may include, but are not limited to:
- Identify the information needs of customers
- Provide information that meets the needs of customers and answers their questions in accordance with quality standards and business rules
- Collect data on each interaction using the provided CRM solution and other identified Contact Center (CC) technology
- Speak and write using plain language
- Speak in a friendly conversational manner (not scripted) while maintaining a professional tone
- Use the provided Customer Relationship Management solution and other identified CC technology to help answer questions on all channels, including use of standard templates while still delivering personalized information to each customer
- Perform internet searches of government websites and other web content to locate specific answers to customer questions
- Control the pace and flow of the inquiry or request and manage call time effectively
Education, Work Experience, Knowledge, Skills & Abilities:
- High school diploma or General Educational Development (GED) Certificate
- Customer service experience and ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
- General knowledge of government programs.
- Language proficiency equivalent to meeting an Interagency Language Roundtable (ILR) Level-5 or S-5 requirement. An Individual at the level:
- Has a speaking and writing proficiency equivalent to that of an educated native speaker or writer. Mandarin speaker preferred.
- Has complete fluency in the language, such as speech on all levels is fully accepted by educated native speakers in all of its features, including breadth of vocabulary and idiom, colloquialism, and pertinent cultural preferences.
- Demonstrate skills and knowledge to perform the following functions:
- Ability to listen to and empathize with customers and acknowledge their concerns.
- Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.
- Ability to gather information to determine a customer's needs, apply problem-solving skills, and resolve the inquiry/request effectively.
- Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
- Ability to receive inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers and route them to the appropriate CSR or queue for response.
- Ability to receive coaching and performance feedback from supervisor(s).
- Ability to communicate effectively in writing, including the use of correct grammar when responding to chat and email.
- Working Environment & Conditions This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
- This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
Leisnoi is an Equal Opportunity Employer Leisnoi considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status or any other legal protected status. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Leisnoi Corporation, may legally grant certain preference in employment opportunities to Leisnoi Shareholders and their Descendants. EOE/AA/M/F/D/V # of Hires Needed 1 Exemption Type Non-Exempt