Central Research, Inc. (CRI) is hiring a Supply Technician. This remote position will operate the help desk following established procedures using an Automated Ticket Tracking System. Answers customer telephone and internet inquiries, complaints, and service requests in accordance with established procedures. Troubleshoot and closes a high volume of problems on the first call. Performs administrative functions associated with the call center functions. Individual must be able to obtain and maintain a valid U.S. Government security clearance in order to be retained in this position.

Duties and Responsibilities:

• Resolve complaints and process service requests in accordance with established timeframes.
• Provide accurate and complete information to customer inquiries and service requests in accordance with established policies and procedures.
• Maintain weekly productivity performance levels in accordance with established contractual requirements.
• Provide excellent customer service in accordance with established policy and procedures and program goals and objectives.
• Input accurate coded information regarding the inquiry, complaint, and service requests into appropriate databases.
• Perform accurate and proper financial adjustments by entering coded data into appropriate databases.
• Forward calls to the proper individuals and/or office
• Uses After Call Waiting codes, which explains the Technician's' absence from Available status.
• Provides backup staffing for other shifts as required to include a 24/5 operation. This may require working beyond normal duty hours.
• Adjust schedule as required to accommodate the Clients' staffing needs.

Minimum Requirements:

• High School/GED
• 1 year of experience required in a call center environment.
• Must be willing and able to accept any shift in support of a 24 hour/365-day contact center operation.
• Must have personal computer for use during clearance process (explanation during interview).
• Internet Access with a minimum of 3 Mbps upload and 3Mbps download speeds.

Preferred Requirements:

• Associate's Degree
• GSA/Defense Department Supply Chain experience

Knowledge, Skills, and Abilities:

• Excellent written and verbal communication skills
• Extensive working knowledge of Microsoft Office Products (Word, PowerPoint, Excel, Access)
• Position requires sitting for long periods of time (sedentary work)
• Most duties require extended use of a keyboard and computer monitor.
• Able to obtain and maintain a required security clearance.

Equal Opportunity Employer:

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. .

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.