Customer Service Representative – Tier I Support
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Job Description
Customer Service Representative providing support in a remote call center environment. Handling inbound and outbound calls, resolving customer inquiries, and assisting with account access issues.
Responsibilities:
- Handle inbound and outbound calls in a call center environment while providing excellent customer service.
- Answer customer inquiries via telephone and respond to requests using professional etiquette.
- Log and update all customer interactions in the tracking system in accordance with call center procedures.
- Assist inspectors with profile discrepancy changes, cancellations, rescheduling, and unit verification counts.
- Provide clients with role assignments for access into subsystems.
- Reset passwords, reactivate IDs, and assist with account access issues.
- Research and resolve customer inquiries using available resources such as user guides, manuals, website documentation, and call center alerts.
- Escalate incidents and inquiry tickets with complete documentation of troubleshooting steps for issues unresolved at the Tier 1 level.
- Transfer calls (warm/cold) to appropriate staff following established call center procedures.
- Recognize, document, and alert supervisors of trends in customer inquiries or recurring issues.
- Stay up-to-date with system changes, procedures, and customer information through ongoing training and resource materials.
- Perform other duties as assigned to support team and organizational goals.
Requirements:
- High School Diploma or equivalent (GED)
- Must be a U.S. Citizen eligible for a security clearance.
- Experience supporting I.T./Helpdesk call centers preferred.
- Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented focus with the ability to work with minimal supervision
- Excellent oral and written communication skills
Benefits:
- Accommodations available for applicants with disabilities
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