Tier 2 Customer Support Full Time

We are seeking a highly skilled and experienced Customer Service Specialist to join our dynamic team. The ideal candidate should possess a strong background in customer service or contact center experience; government contact center experience is preferred. If you meet the required qualifications and skills and are passionate about providing exceptional customer service, we encourage you to apply for this exciting opportunity.

JOB TASKS:

Respond to inbound and escalated customer inquiries via phone, email, or chat regarding program-related questions.
Conduct outbound contacts via phone, email, or other channels as necessary

• Use provided knowledge and training to provide accurate and detailed information about client policies, procedures, and guidelines to customers, ensuring clarity and understanding.
• Effectively communicate program information to customers in a clear and concise manner.
• Maintain comprehensive knowledge of client policies, updates, and regulations.
• Document all customer interactions and inquiries in the designated service management (CRM) system.
• Collaborate with other team members and departments to resolve customer issues efficiently
• Follow established contact center guidelines and protocols, including adhering to service level agreements (SLAs) and maintaining quality assurance standards.
• Identify opportunities for process improvements and contribute to the enhancement of customer service procedures and policies.
• May be required to work weekends, holidays, or off-shift, as necessary.

JOB QUALIFICATIONS:

• Education: Bachelor’s degree required.
• Security Clearance Requirements: Active DOD Secret security clearance REQUIRED.
• Experience: 3 – 4+ years customer service or contact center experience required; government contact center experience preferred.
• Experience in handling escalated customer inquiries, complex issues, and complaints, demonstrating effective problem-solving and conflict resolution skills.
• Proficient computer skills and experience using customer relationship management (CRM) systems or similar tools.
• Excellent verbal and written communication skills.
• Active listening skills.
• Ability to communicate professionally, tactfully, and empathetically.
• Ability to navigate and interpret complex legal or regulatory documents.
• Ability to evaluate multiple options, make informed decisions, and exercise judgment within the parameters of governmental policies and procedures.
• Capacity to handle challenging or sensitive situations with professionalism and diplomacy.
• Strong analytical and critical thinking skills.

We provide Medical, Dental, and Vision.

EEO/AA Employer/Male/Female/Vet/Disabled