What are the responsibilities and job description for the Customer Service Representative position at Business Integra Inc?
Job Title: Customer Service Representative
Location: 10210 Greenbelt Road, Suite 200 Lanham, MD 20706
(Hybrid 3 days onsite 2 days Remote)
Duration – Long term
SUMMARY: With a focus on delivering an amazing customer experience to our Federal Government customers, the Customer Service Representative (CSR), plays a key role in executing NASA SEWP’s award-winning customer service, by providing efficient and effective support via phone, email and live chat.
Positioned on the front-line of support, the CSR works within a collaborative environment, composed of the Customer Care and Order Management departments, cross-training on multiple tasks to provide primary and back-up support.
DUTIES AND RESPONSIBILITIES:
- Triage and manage incoming calls, email and live chats to address and resolve customer inquiries
- Exhibit excellent communication skills, with an ability to listen, probe and present solutions effectively
- Document and manage tickets through our customer support application (ServiceNow)
- Demonstrate attention to detail with a consistently high level of accuracy in reviewing and entering orders into the database
- Serve as the customer advocate, communicating feedback to address problems and improve customer support processes
- Deliver the highest level of service, creating a ‘surprise and delight’ effect for our customers
- Perform other duties as assigned
- Flexibility to work extended hours (including some weekends) during the peak ordering season (August and September)
- Customer Training and Event Support – Optional travel involved (less than 10%)
EXPERIENCE/SKILLS/EDUCATION:
- High School diploma plus 4 years of customer service experience in a business environment or college degree
- Quick learner with effective problem-solving abilities
- Proficient Microsoft Office skills, with fluency using desktop and web-based applications, is required
- Familiarity with customer support tools (ServiceNow) and US Government contracting experience is desirable
Job Type: Contract
Pay: From $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Work from home
Weekly day range:
- Monday to Friday
Work setting:
- Hybrid remote
Ability to commute/relocate:
- Greenbelt, MD 20771: Reliably commute or planning to relocate before starting work (Required)
Work Location: Hybrid remote in Greenbelt, MD 20771
Salary : $50,000