Customer Service Representative I

ASM Research, An Accenture Federal Services Company • Annapolis, MD • 3h ago

Responsible for routine/basic inbound call, outbound call, email, and web chat services, as well as back-office services. Completes daily routine tasks and responsibilities to support the Customer Service department or programs. Shift: 9:30 AM - 6:00 PM EST

Job Responsibilities

Supports customer to submit and process transactions

Assists customer with identifying and resolving processing issues and website access inquires

Supports inbound calling, outbound calling, email, web chat and outreach to customers

Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. All cases shall be logged in a web-based agent desktop application

Meet Quality Assurance Requirements and other key performance metrics

Minimum Qualifications

High School Diploma or GED

0-2 years of customer service or public relations experience.

Other Job Specific Skills

Ability to successfully adapt and perform during times of high call volume.

Ability to provide effective customer service and deal tactfully and courteously with the public.

Strong written and verbal communication skills.

Strong listening ability to interpret and clarify information being provided by customers.

Strong commitment to providing quality service.

Ability to foster a good working relationship and rapport with customers.

Keen attention to detail and accuracy.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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