What are the responsibilities and job description for the Customer Service Representative position at IronMountain Solutions?
Customer Service Representative
Work Location: Tysons Corner, VA
Schedule: Full Time; fully remote
Relocation: N/A
Note: This position requires a Public Trust Clearance.
Insight Technology Solutions currently supports a contract providing call center support for the Student Exchange and Visitor Program (SEVP) within the Department of Homeland Security. We are looking for candidates with previous experience in providing end-user phone support in a high call volume environment with a proven ability to deliver comprehensive customer service and updates regarding sensitive information.
Job Responsibilities:
- Ability to operate in a high-volume metrics driven call center environment
- Ability to be flexible with work schedule to support the Call Center's needs during operating hours
- Ability to multitask and research information on multiple databases at the same time
- Ability to enter data and talk to stakeholders at the same time
- Ability to conceptualize scenarios and communicate it effectively to stakeholders
- Ability to work independently, and demonstrated ability to efficiently interpret research and analyze information from various sources
- Ability to communicate effectively both orally (in groups and one-on-one) and in writing (as position occupied dictates)
- Ability to listen actively to sensitive information
- Ability to successfully navigate national web-based tracking systems relating to SEVIS and Fee Payment
- Ability to analyze multifaceted issues relating to the SEVIS system
- Ability to provide support to international stakeholders and academic institutions
- Ability to utilize telephony systems, CRM, Microsoft Dynamics and other ticket tracker systems, and Microsoft Office Suite
Education and Experience Requirements:
- Education: High school diploma required.
- Experience: Minimum of three (3) years of specialized experience supporting a Call Center or Help Desk environment.
- Certification: HDI Certification is highly preferred but not required.
Insight Technology Solutions is an Equal Opportunity Employer