This position salary starts at $19.23 per hour.

Summary

Accurately and professionally processes / handles transactions by telephone and correspondence from customers, providing best-in-class customer service, on every call. Acts as liaison for customers at a federal contracting call center. Maintains knowledge of company products and customer service processes.

Performance Measurements

• Attendance and punctuality must be within standards. Punctuality and attendance are key performance factors for a successful CSR evaluation.

• Average talk time should be within project standards

• Responsible for meeting or exceeding standards and expectations on every call, as tracked by the Quality Assurance or Operations Team

• Handle calls according to professional standards set, with accurate and appropriate information as trained

• Monthly call monitoring scores must reflect a minimum average set by client/program expectations as a condition of continued employment.

• Responsible for using the Document Management System when needed

Key Tasks and Responsibilities

Essential Duties and Responsibilities

Includes the following; other duties may be assigned:

• Answer incoming phone calls on behalf of client

• Provide accurate and appropriate information to callers

• Place outbound customer service or customer satisfaction calls, as required by client

• Correctly complete call guides

• Gather and verify all required information

• Attend telephone skills and program information training sessions

• Demonstrate mastery of subject matter within specified timeframes

• After 14 days provide minimum level of telephone customer service to every caller, meeting all documented telephone standards

• Upon completion of 90 days of employment, pass the 90 day evaluation successfully

• Closely adhere to call center scheduling, ensuring adequate telephone coverage during contact center hours of operation

• Exhibit professional and positive behavior toward the project and co-workers

• Perform clerical or administrative duties as assigned

Job Requirements: