Vacancy caducado!
InquisIT is a high-energy, forward-thinking, advanced technology company that provides the Federal Government and select private-sector organizations with an impressive array of services and solutions. Company expertise includes Systems Engineering, Enterprise Infrastructure, Cyber Security, Management Services, and Software Support.The company demonstrates a new brand of leadership—one that fosters trust, integrity, excellence, and yields high degrees of success and loyalty among employees and customers. How do we do it? We give customers something different. InquisIT is a company that demonstrates relentless dedication and commitment to its customers and our people; a company that has been brought in on multiple occasions to clean up after large integrators; a company that delivers real results and metrics—versus ideas and concepts; a company that thinks that the old “80% is good enough” should never be tolerated in government; and a company that believes in being a steward of the American taxpayer in everything we do.Why do we feel this way? We embrace the belief that by providing the best service possible to the government, we ultimately provide the best service to our nation.
POSITION SUMMARY:InquisIT’s FMCSA NCHDB team is seeking a Customer Service Agent (CSA) with strong communication, customer service and computer skills to join our Call Center team. In this role, you will be required to learn and maintain a basic knowledge of the FMCSA’s motor carrier regulations. You will use this knowledge to assist consumers with inquiries and filing complaints against commercial motor vehicle, passenger carrier and moving companies. Primary Job Responsibilities:- Answer inquiries via telephone and respond to customer requests using excellent customer service etiquette
- Log all inquiries and update information in the tracking system, and in accordance with call center procedures
- Keep up-to-date with customer information utilizing user guides/manuals, website documentation and call center resources, i.e., notifications and alerts
- Identify, research and resolve customer inquiries using the computer system and call center resources
- Escalate inquiry tickets with details of research and troubleshooting steps taken
- Transfer (warm/cold) customer calls to appropriate staff using call center procedures
- Recognize, document and alert the coordinator/supervisor of trends in customer inquiries
- Recommend process improvements
- Other duties as assigned
- Punctuality – consistently on time and ready to handle customer inquiries at start of shift
- Dependability - to follow instructions as well as take responsibility for their actions and also keep commitments
- Basic computer knowledge/technological skills - adept in using search tools, browsers, email features, file attachments, file transfers
- Good verbal and oral communications skills
- Fast and accurate typing - ability to create grammatically correct responses without any spelling errors
- Be able to recognize signals of a disgruntled customer and be able to respond without getting angry
- Ability to comprehend, capture, as well as, interpret basic customer information
- Sound judgmental powers - ability to manage difficult customer situations, respond promptly to the needs of the customer; solicit feedback to improve service, respond to requests for assistance
- Quality management of work – attention to detail; look for means of improving as well as promoting quality
- Demonstrated ability to develop plans that consider importance, urgency, risks, and the best interest of the customer
- Demonstrated ability to resolve problems by identifying root cause, developing short- and long-term solutions, and making recommendations and executing the resolution
- High School Diploma
- Computer literate with the ability to learn customer service software
- Professional verbal and written communication skills and ability to type 40 wpm
- Bi-lingual (Spanish a plus but not required)
Vacancy caducado!