- Computer Skills
- Analysis Skills
The Customer Service Representative for Government Contracts will be required to provide superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills. This position pays according to SCA rates per Forrest County guidelines.
Open availability is required during the hours of 7AM-10PM Monday through Friday and 10AM-4PM Saturday through Sunday.
ESSENTIAL JOB FUNCTIONS:
Take inbound calls, chats, emails and document contacts in CRM for our Perspecta client.
Resolve customer's inquiries and concerns in accordance with the client and company policies.
Provide customer support through email, text, chat, and phone calls.
Good computer and navigational skills are required with ability to multitask and must have technical aptitude.
Meet expectations for all balance scorecard metrics; demonstrates improvement over time.
Follow proper escalation procedures for unsolved customer requests.
Maintain productivity in accordance with support program and company standards.
Seek opportunities for continuous learning via research, formal and informal training opportunities.
Attend and participates in team meetings and required training sessions.
Provide mentoring to other CSR as needed.
Follow all safety, ethics, human resources and security policies and procedures.
PHYSICAL & ENVIRONMENTAL REQUIREMENTS
Must be able to pass a Drug Screening, Federal Background Check and must not have any student loans in default.
Must be able to speak clearly, and hear and see sufficiently to use a computer, monitor, and telephone.
The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Must have strong analytical and computer skills.
Must have excellent communication skills, both oral and written.
Must be flexible and adaptable to business requirements
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with notice.