Customer Service Representative II

JOB TITLE: 01042-Customer Service Representative II

SALARY: TBD

EMPLOYEE TYPE: SCA Hourly Non-Exempt

TRAVEL REQUIRED: No RELOCATION : No

About Cayuse Federal Services:

Cayuse Federal Services (CFS) provides innovative and flexible solutions to federal government clients, emphasizing cost-effective excellence. CFS' capabilities, market-relevant service offerings, past performance credentials, and diverse status allow government clients to engage quickly and confidently with CFS. Core service areas for CFS include Environmental Services Investigation and Remediation, Munitions Response/Unexploded Ordnance (UXO), Operations Support Services Bases, Ranges, Airfields, and Logistics/Warehouse Management.

Primary Focus

The Customer Service Representative II (CSR II) supports the 24/7 PR2/PRMS Operational Help Desk, providing technical expertise and assistance on questions/issues supporting real-world contingencies related to the PRMS/PR2 fielded system. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

Job Responsibilities

• Provide technical expertise and assistance on questions/issues supporting real-world contingencies related to the PRMS/PRMM fielded system.
• Upon occurrence of an isolating event, the Customer Service Representative II will ensure warfighters had 24/7 connectivity to perform their critical operational mission to support/recover isolated personnel (IP) and assist with obtaining any data required if the system was unavailable.
• Resolve trouble tickets shall be immediately, while the customer is on the line. Tickets that are unable to be resolved immediately will be classified by the site lead, or by CPM/COM if submitted by Joint Special Operations Command (JSOC) and resolved in the timeline outlined below.
  • Critical - Denotes a major problem affecting multiple organizations. Provide a fix or workaround within 2 hours.
  • Serious - Client is unable to operate or perform tasks normally with no alternate procedures. Shall provide a fix or workaround within 6 hours.
  • Medium - Client reports key functions are not operable, however, alternate procedures exist. Shall provide a fix or workaround within 48 hours.
  • Low - Client reports issue as nuisance. Shall provide a fix or workaround within 96 hours.
• Demonstrate excellent customer service for all calls received.
• Must be willing to work various shifts to include weekends when required.
• Received Comprehends, provides, and responds to routines information inquires and service requests through the use of vase communication technologies but not limited to telephones, e-mail, facsimile, postal mail, and the Internet.
  • CSR II is responsible for responding to escalated and more complex inquiries on a broader scope of topics. Tasks may require simple adaptation and interpretation of provided reference materials.
• Other duties as assigned.

Minimum Job Skills and Qualifications

Minimum Qualification:

• Possess an Associate's Degree in IT or related field; or 3 years related experience.
• Minimum of 2 years of experience in an IT or related field.
• Minimum of 2 years of Call Center Operations experience.
• Secret Clearance.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Possesses excellent interpersonal skills, has experience working with senior leadership, and the ability to develop productive working relationships.
• Self-motivated to prioritize and manage workload to meet critical project deadlines.
• Excellent verbal and written communication skills.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to act with integrity, professionalism, and confidentiality.
• Skill in managing multiple priorities and tasks concurrently to meet deadlines while establishing and maintaining cooperative working relationships with others.
• Proficient with Microsoft Office Suite or related software.

Reports to: Operations Manager

Working Conditions

• Professional office environment
• Must be physically and mentally able to perform duties for extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
• May be asked to travel for business or professional development purposes.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer .