ITCON Services is seeking to hire seasoned Customer Service Representatives to build a pipeline for upcoming work. We’re seeking outside-the-box thinkers who are technically skilled and customer focused. Our people are our most valuable resource, and we're always looking for technically talented, bright, and passionate problem-solvers to join our team. Are you excited about joining a company that is focused on team dynamics to drive growth? Join us at ITCON as we expand our team!
We are seeking dedicated and customer-focused Contact Center Customer Service Representatives to join our team. In this role, you will be the first point of contact for customers, providing high-quality service and support through inbound phone interactions. The ideal candidate will have strong communication skills, be comfortable navigating multiple systems, and demonstrate empathy and professionalism in every customer interaction.
- Manage a high volume of inbound calls in a fast-paced contact center environment.
- Identify, understand, and resolve customer inquiries efficiently and accurately using appropriate tools and resources (e.g., CRM and Knowledge Management systems).
- Build trust and maintain strong relationships with customers through professional and empathetic communication.
- Use active listening and probing questions to clarify customer needs, confirm understanding, and ensure full issue resolution.
- Follow defined procedures, scripts, and compliance requirements while personalizing support as appropriate.
- Document customer interactions thoroughly in CRM, including key details (who, what, when, why, where, and how).
- Triage calls and determine the appropriate course of action: resolve, escalate, or transfer as necessary.
- Verify customer identity and protect sensitive information by adhering to privacy and security protocols.
- Provide tele-interpreter services or warm transfers to appropriate parties when needed.
- Participate in service recovery and de-escalation efforts to maintain customer satisfaction.
- Maintain up-to-date knowledge of products, policies, and procedures through regular training and use of the Knowledge Management (KM) tool (e.g., Salesforce).
- Support operational initiatives and other tasks as directed by leadership.
- Minimum of 1 year of experience in a call center or customer service role.
- High School Diploma or GED required.
- Proficiency in English (Spanish or other language skills are a plus).
- Strong verbal communication skills, including active listening and empathy.
- Experience using CRM systems and/or Knowledge Management tools.
- Ability to follow structured procedures and scripts while adapting to customer needs.
- Skilled in handling sensitive and confidential information with discretion.
- Proven problem-solving and research skills with attention to detail.
- Comfortable working with computers, navigating multiple applications, and managing data entry efficiently.
- Ability to remain calm and professional in high-pressure or crisis situations.
- Experience providing support for government or public sector programs.
- Bilingual or multilingual communication skills.
- Familiarity with Salesforce or similar CRM platforms.
- Knowledge of privacy laws and compliance practices in customer service environments.
- Fast-paced call center setting.
- Requires extended periods of sitting and using a computer and headset.
- May require shift flexibility, including evenings, weekends, or holidays depending on business needs.
- A passion for delivering exceptional customer service.
- High adaptability and willingness to learn.
- Commitment to teamwork, integrity, and continuous improvement.
