iCUBE Inc. is looking for a highly experienced Customer Service Representative - Tier 1 for a multiple year Federal Government Project.
Key Responsibilities:
Answer inquiries via telephone and respond to customer requests using excellent customer service etiquette
Log all inquiries and update information in the tracking system, and in accordance with call center procedures
Keep up-to-date with customer information utilizing user guides/manuals, website documentation and call center resources, i.e., notifications and alerts
Identify, research and resolve customer inquiries using the computer system and call center resources
Escalate inquiry tickets with details of research and troubleshooting steps taken
Transfer (warm/cold) customer calls to appropriate staff using call center procedures
Recognize, document and alert the coordinator/supervisor of trends in customer inquiries
Recommend process improvements
Requirements:
Punctuality – consistently on time and ready to handle customer inquiries at start of shift
Dependability - to follow instructions as well as take responsibility for their actions and also keep commitments
Basic computer knowledge/technological skills - adept in using search tools, browsers, email features, file attachments, file transfers
Good verbal and oral communications skills
Fast and accurate typing - ability to create grammatically correct responses without any spelling errors
Be able to recognize signals of a disgruntled customer and be able to respond without getting angry
Ability to comprehend, capture, as well as, interpret basic customer information
Sound judgmental powers - ability to manage difficult customer situations, respond promptly to the needs of the customer; solicit feedback to improve service, respond to requests for assistance
Quality management of work – attention to detail; look for means of improving as well as promoting quality
High level of motivation - ability to make efficient use of time and resources
Qualifications:
High School Diploma
Computer literate with the ability to learn customer service software
Professional verbal and written communication skills and ability to type 40 wpm
Bi-lingual (Spanish a plus)
Experience working for a Federal Government Agency contract is a plus
