Job Details

FULLY REMOTE

Clearance Level: Secret

Overview
Responsible for providing exceptional customer service and support by promptly addressing inquiries, clarifying policies, and resolving issues in a professional and courteous manner. Assists customers across a variety of support channels (e.g., chat, phone) using a set of web enabled support tools (e.g., Amazon Connect, Salesforce Service Cloud).

The CSR is a pivotal role within the Contact Center who receives, investigates, and resolves customer inquiries originating primarily from chat or phone, but also fax, email, and other communications channels. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications and other resources. The CSR will enter applicable supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner. CSRs are responsible for, but not limited to, the following tasks:

• Respond to inbound customer inquiries via phone, email, or chat regarding program related questions.
• Conduct outbound contacts via phone, email, or other channels as necessary to follow up on initial inquiries, close inquiries, gather information, or for other reasons 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.
• Handle and resolve customer complaints or concerns, escalating complex issues to Tier 2 support or appropriate departments when necessary.
• Maintain comprehensive knowledge of client policies, updates, and regulations to provide accurate and up-to-date information to customers.
• 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 and deliver a seamless customer experience.
• 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.
• Continuously engage in training and development activities to expand knowledge of client programs, services, and policies.
• Continually look for and suggest process improvements that will benefit our customers
• May be required to work weekends, holidays, or off-shift, as necessary
• Bachelor's degree required (or experience substitutions per section 5.7.2)
• 6 months Contact Center experience required

• Proven ability to work well in and coordinate with a team in a virtual environment
• Proven experience in a customer service or contact center environment, preferably handling policy-related inquiries.
• Strong verbal and written communication skills with exceptional listening and comprehension abilities.
• Ability to effectively communicate complex policy information to customers in a clear and concise manner.
• Excellent problem-solving and decision-making skills, with the ability to think quickly and offer appropriate solutions.
• Ability to handle customer complaints and difficult situations with empathy and professionalism.
• Proficient computer skills and experience with customer relationship management (CRM) systems or similar tools.
• Strong attention to detail and organizational skills to ensure accurate documentation of customer interactions.
• Ability to work well under pressure, handle multiple tasks simultaneously, and meet performance targets and deadlines.
• Flexibility to work in a shift-based environment, including evenings, weekends, and holidays as required.

• Medical, Dental, and Vision offerings
• Weekly Direct Deposit
• Paid Holidays and Personal Time Off
• 401(k) with match
• Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages
• Pre-Paid Legal and Employee Assistance Programs
• Northwest Federal Credit Union Membership
• BB&T @ Work Program