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Customer Service Representative - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Mclean, VA Mclean, Virginia |
About this job
The Customer Service Representative provides support and communications to customers from the Customer Service Center. Incumbents are scheduled to work during the CSCs operating hours, which are from 8:00 a.m. to 4:00 p.m., Monday through Friday. The position also supports two off site customer support offices.
CSR work is to provide a single point-of-contact to the broad array of services offered to our customers.
CSR work is to provide a single point-of-contact to the broad array of services offered to our customers.
- Respond to all telephone, walk-in and electronic inquiries for assistance
- Enter requests for service into the Service Order Request Database (SORD) and notify the appropriate first responder for action
- Utilize an automatic call distribution system to receive calls and minimize the time customers wait to connect to a representative
- Create meeting reservations in the Conference Room Scheduler, scanning the system ensuring no double bookings are created or are addressed immediately
- Receive and create compound parking permits based upon justifiable need and space availability
- Coordinate with Conference Room Support personnel to ensure requests for room configurations are communicated and carried out as appropriate
- Serve as the face of our client to greet customers and answer inquiries professionally and eloquently
- Capture productivity metrics and submit weekly as requested
- Perform other ad hoc administrative duties as assigned.
- Active Top Secret SCI Clearance with Polygraph TS/SCI with Poly
- High school diploma or GED
- One (1) year recent experience working at a customer service center is desirable
- Basic computer skills (MS Word, MS Excel and Lotus Notes)
- Knowledge of IC regulations, policies, practices and procedures
- Strong interpersonal skills to maintain effective working relationships with team and customers
- Good oral and written communication skills sufficient to respond to customers routine questions in a clear and concise manner
- Ability to manage own activities and workflow under tight deadlines
- Ability to apply a strong customer focus orientation to understand customer requirements, suggest and implements solutions
- Ability to ensure that management, co-workers, customers and stakeholders are kept informed
- Ability to adapt to changing work requirements and priorities that may require overtime or extended hours
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