Customer Service Representative
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Job Description
Remote customer service representative supporting the USCG National Maritime Center’s Merchant Mariner credentialing inquiries. Handling telephone, email, and chat-based assistance for Iron Mountain Solutions’ government contract.
Responsibilities:
- Provide direct telephone, email, and chat-based support to Merchant Mariner community members, members of the public, and other concerned parties
- Develop an understanding of laws, regulations, policies, and processes involved in the Merchant Mariner credentialing process
- Answer or make client calls to address needs, complaints, and issues
- Respond efficiently and accurately, explain possible solutions, and ensure clients feel supported and valued
- Use active listening, clarify information, and diffuse angry clients as needed
- Build relationships with clients and call center team members
- Utilize software, databases, scripts, and tools
- Meet or exceed call center metrics while providing consistent customer service
Requirements:
- Bachelor’s degree (no experience required), or high school diploma (or equivalent) and 6 years of relevant experience
- Must be able to obtain a Public Trust Clearance
- Exceptional written and verbal communication skills
Benefits:
- Fully remote work arrangement
- Full-time schedule
- Public Trust Clearance requirement associated with the role
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