Responsibilities
- Respond professionally and promptly to both incoming and outgoing customer communications.
- Apply training and reference materials to address customer inquiries and recommend suitable products or services.
- Actively listen to customers to identify needs and effectively resolve concerns.
- Investigate internal systems to locate missing data and collaborate with relevant teams when necessary.
- Use digital tools and platforms to manage customer accounts efficiently.
- Record and process customer orders accurately within designated systems.
- Follow established scripts, policies, and operational procedures consistently.
- Uphold confidentiality standards when handling sensitive and personal information.
- Forward complex customer issues to appropriate personnel or supervisors for resolution.
- Participate in scheduled meetings and training sessions, and review updated materials regularly.
- Meet all attendance and scheduling expectations as defined by the role.
Requirements
- Minimum age of 18 years
- Possession of a high school diploma or equivalent credential
- Strong organizational abilities and clear written and verbal communication skills
- Typing speed of at least 20 words per minute with accuracy
- Familiarity with Microsoft Office applications including Excel, Word, PowerPoint, and Outlook
- Basic proficiency with the Windows operating system
- Demonstrated reliability, punctuality, and consistent attendance
- Capable of assessing, diagnosing, and following up on customer problems
- Skilled in conflict resolution, problem-solving, and negotiation techniques
- Customer-focused mindset with empathy, responsiveness, patience, and attention to detail
- Able to manage multiple tasks, remain focused, and work independently
- Team-oriented with a strong commitment to customer satisfaction
- Adaptable to fast-paced, changing, and uncertain work conditions
- Strong interpersonal abilities and relationship-building skills with colleagues and clients
Nice to Have
- One year of experience in customer service, technical support, inside sales, back-office operations, chat support, or administrative roles within a contact center
- Prior experience working in state or federal government positions
Work Arrangement
remote
Other
- Language requirements: Not specified
- Travel: Not specified
- Hours: Adhere to all attendance and work schedule requirements
- Shifts: Not specified
- Equipment: Computer and telephone headset required
- Clearance: LEVEL II background and/or security investigation
- Background checks: Required
- Contract duration: Not specified
- Probation: Not specified
- Relocation: Not specified
- Training: Paid training provided
