Overview Seeking candidates for a Customer Service Representative role that serves as the front-line customer service connection for the organization, responding to public inquiries about a wide range of Government programs and services. The contact center's goal is to provide customers with accurate, efficient, and courteous responses to their requests. This role could be filled both onsite at a Government facility or at a contractor provided facility.

Responsibilities :

As a Customer Service Representative (CSR), you will answer general questions from callers using the available knowledge base, the organization's website, or other reference material and recommend resources available on website. You are responsible for responding to public inquiries regarding services, products, procedures, accounts, and website-related issues. Representatives provide professional customer support through multiple communication channels while maintaining accurate records within the CRM platform.

In this position you will:

Answer incoming telephone calls and customer inquiries. Respond to emails using approved templates and procedures. Assist customers with account access, password resets, and MFA support. Research and provide information using the website, knowledge base, and approved reference materials. Document all customer interactions within CIP-CC. Process voice mail, postal mail, and returned mail requests. Escalate unresolved inquiries to appropriate Tier 2 support organizations. Maintain adherence to quality standards and customer service procedures. Participate in training, coaching, and knowledge-sharing activities. Support virtual agent and AI-enabled customer service enhancements. Qualifications As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years . In accordance with 8 U.S.C. 1324b(a)(2)(C), we will not consider candidates for this position who do not meet the aforementioned conditions High school diploma or equivalent. A fixed shift schedule will be assigned at the time of hire based on operational needs. All shifts fall within operating hours of Monday through Friday, 8:30 AM to 8:00 PM EST Minimum one (1) year customer service experience. Experience with telephone or email-based customer support. Strong verbal and written communication skills. Proficiency with standard office applications and CRM systems. Must be able to pass federal background investigation and obtain a Public Trust Demonstrate at least one (1) year of c ustomer service experience , including: phone and/or email contact center experience , data entry, contact center problem logging , Automatic Call Distribution (ACD) telephone systems and f ace-to-face customer service experience Embark on a rewarding journey where your proactive attitude and dedication will make a meaningful impact every day! We're committed to fostering a supportive environment that values your growth while ensuring you're equipped with the tools needed for success.

Pay:

$37,000.00 - $41,500.00 per year

Work Location:

In person