What are the responsibilities and job description for the Contact Center Rep position at Systems Integration, Inc.?
Location: Kansas City, MO
Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services. SII has opportunities for Contact Center Rep located in Kansas City, MO to support a Federal Government Program. Join our team to discover a professional and rewarding career in an exciting, fast-paced, and growing government-contracting industry!
Responsibilities:
- Provides excellent customer service by answering calls professionally, provides accurate information and minimizes redirection.
- Makes outbound calls/emails for billing, collections, customer research, quality issues, and other mission related needs.
- Reviews outstanding accounts assigned. Contacts customers/industry partners, facilitates payment arrangements, documents actions, and escalates unresolved issues.
- Logs all interactions in Salesforce VISION the same business day, following GSA documentation standards.
- Responds to emails within 24 hours; responds to live chats in real time and asynchronous messages within 24 hours.
- Provides information on GSA programs, assists with pre- and post-order issues, and guides users through GSA websites and tools.
- Helps users with account access, navigation, troubleshooting, and step-by -step guidance on GSA systems.
- Tracks case status, routes escalations and uses knowledge management resources within VISION.
- Ensures compliance with KPIs, metrics and performance standards to ensure excellent customer experience.
Qualifications:
- Must have a Public Trust clearance status and must maintain any required clearances or suitability determinations
- Minimum 1-3 years customer service, call center or help desk experience
- Strong communication and customer service skills.
- Ability to research information and work with SMEs for intermediate-level inquiries.
- For advanced roles: technical troubleshooting or collections experience.
- Proficiency with CRM systems, Salesforce preferred.
- Attention to detail and strong documentation accuracy with excellent typing skills.
- Ability to work in a fast-paced, metrics-driven environment.
- High School diploma or equivalent required, additional education preferred.