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Customer Service Representative - Contact Center 1

Company: Systems Integration, Inc.
Location: Albuquerque
Posted on: January 15, 2022

Job Description:

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 assist US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services. Join our Contact Center team to discover a rewarding career in an exciting, fast-paced, and growing government-contracting industryWe are actively recruiting for Full-Time and Part-Time Customer Service Representatives for our Call Center supporting the Transportation Security Administration (TSA) in Albuquerque, NM. The individual that accepts this opportunity will need to excel in effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior. Training is paid and must be completed prior to the release to call center floor. Positions will be 1st and 2nd shift including weekends and holidays. Contact Center hours of operation are Monday through Friday 6:00 am -9:00 pm; Saturday, Sunday and holidays 7:00 am -6 p.m. Overtime may be required.Duties and ResponsibilitiesRepresenting the TSA and providing detailed information to prepare the public for checkpoint screening.Manage large amounts of inbound calls in a timely manner.Respond to telephone calls and emails using scripts and information available on tsa.gov and other Federal websites.Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.Track and monitor inquiries in the CRM paying very close attention to details.Provide accurate and complete responses while meeting or exceeding service expectations.Build sustainable relationships and engage customers by taking the extra mile.Keep records of all conversations in our call center database in a comprehensible way.Meet personal/team qualitative and quantitative targets.Apply critical thinking skills with customer service skills to deliver best-in-class service.RequirementsHigh School Diploma or equivalent.Previous experience in a customer support role.Exceptional customer service, active listening, verbal and written communication skills, professional phone voice.Understanding of company products, services, and policies.Proficiency with computers, especially with CRM software, and strong typing skills.Ability to ask probing questions to find core issues and diffuse tense situations.Strong time management and decision-making skills.Customer focus and adaptability to different personality types.Work Authorization/Security ClearanceMust be a US Citizen and be able to obtain a public trust security clearance.What We Offer:SII is an equal opportunity employer, offering competitive pay and performance-based incentives, along with a comprehensive benefits package, including 10 paid holidays per year; paid vacation; medical and dental coverage for employees and their dependents; disability insurance; life insurance; and a matching 401(k) plan. callcenter callcenterrepresentative callcenteragent customerservicerepresentative callcenterrepresentative

Keywords: Systems Integration, Inc., Albuquerque , Customer Service Representative - Contact Center 1, Hospitality & Tourism , Albuquerque, New Mexico

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