Customer Service Representative
Fully Telework
**US Citizenship Required**
We are looking for a seasoned Customer Service Representative to join our team working in a fully remote capacity. This position is supporting the Department of Labor and offers a variety of 4 day, 10 hour shifts. It is a great opportunity for someone who wants to utilize their skills in the comfort of their own home
Job Description: As a CSR, you will have the opportunity to utilize your customer service skills and experience, as well as critical thinking skills, to support American consumers who have labor-related questions, such as questions about paychecks, how to contact a specific department or Government agency, and safety concerns in the workplace. During the handling of these inquiries, you will use a cloud-based telephony system and a Customer Relationship Management (CRM) tool for research and informational purposes. A successful candidate will be able to work independently as well as part of a larger team which supports one another throughout the day.
Job qualifications:
- A minimum of two years call center customer service experience
- High School diploma or General Educational Development (GED) certificate
- Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
- Ability to control the pace, flow of the inquiry, and manage call time effectively
- Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crises, and/or from abusive callers
- Ability to listen to, empathize with customers, and acknowledge their concerns
- Ability to follow protocol and to apply sensitivity and discretion in handling confidential information
- Ability to gather and document 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 use the web to search and retrieve information
- Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers using appropriate equipment
- Ability to take direction within a team setting and complete team-related work promptly
- Equivalent to a low-risk public trust background investigation
Other job specifics:
- Proficient in the use of MS Office including Word, Excel, PowerPoint, and Outlook
- Able to work in a fast-paced environment