Job Description

A DOD SECURITY CLEARANCE IS REQUIRED TO FILL THIS POSITION  

Customer Service Representative III  Norfolk VA

The Customer Service Representative (CSR) III is a pivotal role within the Contact Center who receives, investigates and resolves customer inquiries originating from phone, e-fax, email, chat, and other communications channels. The CSR will respond to customers using the customer’s preferred method of communication and do so in a courteous and timely manner. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications, and other resources. The CSR will enter applicable supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner.

Qualifications:

Education:

• High School Diploma (minimum)
• Associates degree (preferred)

Experience

Four (4) years, or three (3) years with associates degree, or two (2) years with bachelor’s degree related experience in customer service and responding to requests for information, contact center experience preferred

Skills & Abilities:

• Ability to maintain a Secret Clearance
• Ability to quickly gain rapport with customers, identify customer concerns, and leverage documentation and CRM systems to address customer requests.
• Knowledge of current CRM systems
• Knowledge of printer functions, connectivity and understanding of basic printer/scanning troubleshooting.
• Proficient in both oral and written communication to communicate effectively with others and explain complex actions taken in regard to customers’ service requests.
• Willingness to work under supervision and in a team environment.

• Experience with documentation using acceptable business methods

• Proficient with Microsoft Office programs

Initial skill sets shall be current at the time personnel are brought to the task. Due to the evolving nature of the Customer Relationship Management industry, the government requires the skill level of the staff to remain current with technology. The contractor shall remain trained in current, next generation and any future COTS technologies used by Department of the Navy at no additional cost to the Government.

 

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