This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/6484228

SUMMARY

This is aphone-based customer service position supporting a government customer.Customer Service Representatives (CSRs) inthis positionwill answer phone calls from U.S. citizens and utilize a computer-based knowledge system to answer general questions about policies, practices,procedures,and other data to assist callers.Successful candidates will have a customer service orientationwith excellent communication andproblem-solvingskills.

DUTIES AND RESPONSIBILITIES

• Provideexcellentcustomer service by answering incoming calls in a timely manner.
• Followestablishedpoliciesand proceduresto respond and route calls appropriately.
• Gather information to determine customers needs; apply problem solving skills and resolve the inquiry/request effectively.
• Schedule appointments for customers with urgent travel.
• Access to knowledge base per customer request for information.
• Verify and record demographic data with caller and escalate customer issues as appropriate.
• Maintain and improve quality results by adhering to standards and guidelines.
• Handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations.
• Control the pace and flow of the inquiry/request and manage call time effectively.
• Follow protocol and apply sensitivity and discretion in handling confidential information.
• Promote Peckhams vision, values, and services to all customers and stakeholders.
• Adhere to organization wide quality standards.
• Accept other jobs/duties as assigned.
• Ability to certify in English.

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent
• At least 18 years of age
• U.S. Citizen
• Proficient intheEnglishlanguage(writtenand verbal)
• Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance.
• Proficient computer skills (MS Office, keyboarding speed and accuracy, internet-based research)
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
• Ability to take direction within a team setting and complete teamrelatedwork promptly.
• Flexibility in work hours and shifts including some weekends as needed.

PREFERRED QUALIFICATIONS

• Previous Call center experience
• Ability to adhere to work schedule.