Customer Contact Center Agent

Alexandria, VA
Posted 7 years ago

As a trusted systems integrator for more than 15 years, Vigilant Watch provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government, non-profit and commercial sectors. VWI is an Equal Opportunity/Affirmative Action Employer – Minorities/Females/Protected Veterans/Disabled

GENERAL SUMMARY: (Scope, Summary and Impact of Job) The Specialist, Customer Service (Lead Agent) reports directly to and takes direction from the program Contact Center Supervisor. The Specialist, Customer Service (Lead Agent) provide support to Associate Specialist, Customer Service (Level 1) Agents providing services including but not limited to: responding to inquiries from multiple channels; answering inbound calls from our clients participants, transferring Tier II inquiries that are more complex to an internal group; responding to inquiries (voice and electronic) about specific client programs and services; performing outbound calling for special projects; handling escalation calls from Tier 1 agents, and assisting participants with our clients on-line services.

JOB RESPONSIBILITIES:* Maintain a current understanding of the client program processing procedures to respond to numerous client inquiries* Provide knowledgeable responses to client inquiries in a courteous, timely and professional manner* Respond to client inquiries within the set departmental staffing and time parameters* Utilize databases and written materials to look up and provide information to client inquiries* Assist Associate Specialist, Customer Service (Level 1) Agents with escalated participant’s calls* Report breaches to federal staff within client guidelines* Perform data entries and other clerical related tasks* Perform daily tasks such as filing, maintaining records, copying, posting, and other similar duties* Follows organization and department procedures to complete tasks in a timely manner* Maintain appropriate documentation of client inquiries* Adhere to the Privacy Act as it relates to the confidentiality of information released* Maintain up-to-date knowledge of federal regulations and policies as they apply to participants* Assist with side-by-side mentoring for new Associate Specialist, Customer Service (Level 1) Agents during training and post-graduation as needed* Report problems to site leadership and client as appropriate

EDUCATION / EQUIVALENT TRAINING:* High School diploma or GED required

EXPERIENCE:* Three years customer service experience required.* Minimum three years of experience in a contact center handling inquiries and requests for information.* At least 4 years of experience providing mentoring and coaching* Ability to gather information to determine customer needs.* Proficient in using Microsoft Office tools.* Proficient in computer and keyboarding skills to accurately and efficiently record and update customer information.* Must be able to communicate (oral and written) clearly and professionally.* Must be able to type a minimum of 20 WPM.* Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.* Proven ability to work as a team member is required.* All CLIENT operations personnel will be required by contract to undergo periodic program refresher training.* Security Clearance Required

UNIQUE/ADDITIONAL REQUIREMENTS: Working Conditions: The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas. Work may require some physical effort in the handling of light materials, boxes, or equipment.T he above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job. VWI is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).*Location:* Alexandria, VA*Job ID Number:* 22315

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