Customer Service Representative - Contact Center 2

Systems Integration, Inc. Cheverly , MD 20785

Posted 2 months ago

CUSTOMER SERVICE REPRESENTATIVE

Systems Integration, Inc., is looking for Customer Service Representatives to work in our Call Center supporting the Transportation Security Administration (TSA) in Landover, MD. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior. All candidates must be able to obtain a Public Trust Clearance prior to starting and must also complete paid training prior to the go live date. Positions will be 1st and 2nd shift including weekends and holidays. Hours of operation are between 6 a.m. and 9 p.m. (MT) Monday through Friday, or between 7 a.m. and 6 p.m. (MT) on weekends and holidays. US Citizenship required for the Public Trust Clearance.

Duties and Responsibilities

  • Representing the TSA and providing detailed information to prepare the public for checkpoint screening.

  • Manage large amounts of inbound calls in a timely manner.

  • Respond to telephone calls and emails using scripts and information available on tsa.gov and other Federal websites.

  • Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.

  • Track and monitor inquiries in the CRM paying very close attention to details.

  • Provide accurate and complete responses while meeting or exceeding service expectations.

  • Build sustainable relationships and engage customers by taking the extra mile.

  • Keep records of all conversations in our call center database in a comprehensible way.

  • Meet personal/team qualitative and quantitative targets.

Requirements

  • High School Diploma or equivalent.

  • Previous experience in a customer support role.

  • Exceptional customer service, active listening, verbal and written communication skills, professional phone voice.

  • Understanding of company products, services, and policies.

  • Proficiency with computers, especially with CRM software, and strong typing skills.

  • Ability to ask prying questions and diffuse tense situations.

  • Strong time management and decision-making skills.

  • Customer focus and adaptability to different personality types.

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Customer Service Representative - Contact Center 2

Systems Integration, Inc.