Customer Service Representative
Coast Professional, Inc has an immediate need for motivated Customer Service Representatives. We are hiring full-time, English-speaking, and bilingual (English/Spanish) candidates. This position requires U.S. citizenship and security clearance granting access to classified information.
Job Summary
This Customer Service Representative (CSR) works under close supervision and follows specific procedures and detailed instructions in handling incoming and outgoing calls. The CSR will complete all data entry while actively communicating with the customer. Reviews input/output data to verify completeness, accuracy, and conformance to quality standards and specifications. Maintains production records. Classifies and codes data to be entered. Verifies, and identifies and corrects errors. Tracks documents received and completion dates in a log. Performs clerical and related office tasks as assigned, such as maintaining records of work received and work performed.
Job Duties & Responsibilities

• Handling incoming and outgoing calls with patience, tact, and courtesy.
• Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview.
• Escalates calls to supervisor when necessary and appropriate
• Tracks call-related information for auditing and reporting purposes
• Provides feedback on call issues related to downtime and/or training issues
• Contribute positively to a work environment that is flexible, adaptable, and team based
• Provide, receive, and seek feedback in a positive manner to encourage team building
• Participate in the development and attainment of team and operational goals
• Be respectful and courteous
• Maintain a positive attitude about workloads and expectations
• Prioritize workloads to ensure timeliness and quality standards are met.

Qualifications
Education &/or Experience

• High school diploma or GED required
• Experience in a call center or customer service environment preferred.

Knowledge, Skills and Abilities

• Knowledge and experience with personal computers in a Microsoft Windows-based environment.
• Must have strong typing and database entry skills.
• Knowledge of call center telephony and technology.
• Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications.
• Must have the ability to be empathetic and patient while on the phone.
• Establish a good working relationship with team members and internal contacts in order to maintain and continuously strive to improve the level of overall service being provided.
• Ability to comply with rules, regulations, and laws.
• Work independently in the absence of immediate supervision.
• Ability to handle and resolve recurring problems.
• Read, write, and speak English fluently.

Clearance
As a federal contractor, this position requires U.S. citizenship and security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and is an evaluation of the whole person to determine suitability. The suitability review begins after a conditional offer of employment has been accepted and will include a review of your employment, education, residences, references, criminal history and credit, as an example. Some of the most important factors in an investigation are the individual’s honesty, candor, and thoroughness in the completion of their security forms. In rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the security clearance process.
Working from Home Requirements
To be eligible to work-from-home, you must have:

• Must reside within 50 miles of a Coast Professional, Inc. office.
• High-speed internet connection (FCC defines High-Speed Internet as 25 Mega-Bits per second (Mbps) minimum download speed and 3 Mbps upload speed).
• The ability to physically connect to your high-speed home network with an ethernet cable (network cable). Coast will provide a 5 ft. connection.
• A Mobile Device for DUO Multi-Factor Login? Must be iPhone 7 running IOS 11.1 or higher or Android device running Android 9.2 or greater
• A quiet, dedicated workspace free of distractions and interruptions.
• The ability to pick up equipment within 48 hours’ notice.

Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.
Benefits

• Medical, Dental, Vision Plans
• Short- and Long-Term Disability Plans
• AD&D and Life Insurance
• Paid Holidays
• Paid Time Off
• 401(k) Retirement Plan
• Education reimbursement
• Referral Bonuses

This job description reflects management’s assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Coast Professional, Inc. is an Equal Opportunity/Affirmative Action Employer M/F/Vet/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

Job Type: Full-time

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