What are the responsibilities and job description for the Contact Center Representative position at Systems Integration, Inc.?
Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined 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. Join our customer service team to discover a professionally and financially rewarding career in an exciting, fast-paced, and growing government-contracting industry!
We are hiring Tier 1 Contact Center Representatives to work at a site in Colorado Springs, CO location. Must be available to work between a shift during the hours of operation which are 2:30am to 7:30pm MST (7) days per week, 365 days per year. Shift schedules are 2:30am to 11am and 11am to 7:30pm including weekends and holidays. Please note, this position is an on-site position.
Call Center Representatives will be able to confer with customers by telephone to provide information and conduct research to resolve questions. They will verify that appropriate responses were provided to resolve customer inquiries and keep detailed records of customer interactions. Representatives will be able to use Customer Relationship Management (CRM) software as well as research extensive commercial and government databases.
Work Authorization/Security Clearance
- Must be a US Citizen and be able to obtain a public trust security clearance.
The successful applicant will have:
- Proven knowledge and experience in the principles and processes for providing customer service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
- Must have knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar to produce clear documentation of calls.
- Call Center Reps will be adept at active listening, effective speaking skills to convey information effectively, be service oriented actively seeking ways to help and resolve problems.
- Must excel at reading comprehension understanding written work in work related documents.
- Must employ critical thinking skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
SII is an equal opportunity employer, offering competitive pay and performance-based incentives, including 10 paid holidays per year.
Must be able to pass a federal background check that inlcudes a credit check.