Customer Service Representative
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Job Description
Customer Service Representative supporting TechOp Solutions’ government client through call handling, research, escalation, and accurate government-system reporting.
Responsibilities:
- Answer and track incoming calls
- Prepare and submit accurate, detailed reports in government systems
- Engage and interview callers in a dynamic environment, applying critical-thinking skills and sound judgment beyond established scripts and decision trees
- Navigate multiple systems and applications simultaneously while accurately documenting and maintaining information
- Accurately record all details in accordance with procedures
- Conduct database and open-source research
- Route and escalate calls appropriately
- Perform other duties as assigned
Requirements:
- 3+ years of experience in a call center
- High school diploma or equivalent is required
- Proven ability to multitask while simultaneously communicating and inputting data
- Strong written and verbal communication skills
- Ability to work independently, manage assigned responsibilities, and make informed decisions with minimal supervision
- Proficiency in Microsoft 365, particularly Microsoft Word, including drafting, formatting, editing, reviewing, and finalizing professional reports
- Proficiency with telephony systems, CRMs, and Microsoft Office Suite
- Experience handling sensitive information
- Ability to pass a government security background check
Benefits:
- Equal Opportunity Employer
- Non-discrimination protections based on race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity, and other characteristics protected by applicable federal, state, or local laws
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