Travel Security Customer Service Agent

Overview

This position will work onsite only at the London, KY facility.

Senture is looking for dedicated Customer Service Agents to join our team! In this role, you’ll handle inbound calls related to security screening, assisting callers with information requests and support needs. You’ll also respond to feedback about passengers’ screening experiences, including both complaints and compliments. Your primary responsibility will be to provide accurate information, resolve issues with empathy and professionalism, and ensure a positive customer experience. To do this, you’ll use a variety of web-based systems to manage and respond to inquiries efficiently.

This position requires a government security clearance. Candidates must successfully complete the clearance process before starting work. This process typically takes 4–6 weeks but may take longer in some cases.

Hours of Operation:

Monday Friday: 8 AM 11 PM EST

Saturday: 9 AM 8 PM EST

Sunday : 9 AM 8 PM EST

Qualifications

• Must be able to work onsite in London, KY
• High School Diploma or GED: must be able to provide proof of education such as diploma or college transcripts at time of offer
• This position requires US Citizenship
• Prior call center or customer service experience highly desired
• Effective verbal and written communication skills
• Ability to multi-task
• Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
• Ability to sit for extended periods of time
• Ability to successfully pass a background investigation and drug screen
• Must successfully pass preemployment criteria testing

This position requires a government security clearance. Candidates must successfully complete the clearance process before starting work. This process typically takes 4–6 weeks but may take longer in some cases.

• Once the candidate receives security clearance, they will be issued Government Furnished Equipment (GFE). To activate the equipment, the employee must schedule an appointment for a PIV card and travel to a DHS facility for activation.
• After the card is ready, a second trip is required to pick it up. GFE activation must be completed at a TSA facility—please note that the nearest available location is McGhee Tyson Airport in Knoxville, TN. Lexington Bluegrass Airport is not an option for this process.

This position will work onsite only at the London, KY facility.

Responsibilities

• Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction.
• Document each customers inquiry information into a database.
• Verify customers information, making corrections and updates as needed.
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
• Follow-up with callers as necessary.
• Use statistical contact center data to make improvements to performance.
• Outbound calling for surveying to obtain client specific information.
• Shift and Schedule adherence.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.