Call Center Representative

customer service
Full Time
Telecommuting not available Travel not required

Job Description

General Summary

Our Call Center responds to and resolves Recruiting and Hiring inquiries transferred from the Tier 1 Customer Service Center (Phone/E-mail), as well as direct inquiries from candidates and employees in a timely manner and provides general information/assistance. The Contact Center resolves general inquiries from applicants regarding their application status, test scheduling information, and other related inquiries. The Call Center is operational between the core hours of 7:00 AM and 10:00 PM Eastern Standard Time (EST) Monday through Friday and 11:00 AM and 4:00 PM EST Saturday and Sunday, excluding federal holidays.

The Call Center Representative Junior answers general inbound and places outbound calls in a call center with the goal of resolving candidates recruiting hiring questions, concerns, and issues. The goal is to resolve issues and increase customer satisfaction. The CSR takes care of inbound and outbound calls of a lesser complexity that are primarily routine or basic in nature. Follows basic procedures and scripts, using fundamental knowledge to navigate information systems along with a basic knowledge of Federal Recruiting and Hiring processes.

Essential Duties and Responsibilities

Responsibilities Include:

  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer

  • Update customer information in the customer service database during and after each inquiry

  • Work with the management team to stay updated on process knowledge and be informed of any changes

  • Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly

  • Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking

Minimum Qualifications

  • 1-2 years of prior customer service experience

  • Must be 18 years of age or older

  • High school diploma/GED required (Associate degree in a business related field preferred)

  • Ability to remain professional and courteous with customers at all times

  • Ability to communicate clearly and professionally, both verbally and in writing

  • Ability to communicate clearly and professionally, both verbally and in writing

  • Has a pleasant, patient and friendly attitude

  • Strong decision making and analytical abilities

  • Strong detail orientation and communication/listening skills

  • Willingness to work a flexible schedule and occasional overtime when needed

  • Possess a strong work ethic and team player mentality

  • Excellent customer service skills

  • Must be a US Citizen

  • Must be able to obtain a Public Trust Clearance

    Relocation funding is not available for this position.

Knowledge, Skills, and Abilities

  • Knowledge of federal recruitment and hiring is a plus.


Posted By

ASM Research

Dice Id : 10238000
Position Id : 2017317-710
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