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Customer Service Representative - Level II

Req #: 131539
Location: Arlington, VA US
Job Category: Service Contract Act
Security Clearance: TS/SCI with Polygraph
Clearance Status: Must Be Current

Job Description

This is Level II Customer Service Representative work in the WDC area. The work is primarily within enterprise call centers and entails duties include communicating both written and oral with employees and delivering accurate information on established policies, procedures, and parameters, and conducting independent research in a specific domain for complex customer inquiries.
Call center personnel interact with all levels of staff and are required to quickly identify relevant administrative information to resolve employee issues and problems that range from routine to moderately complex in nature. The work requires a customer service perspective, acting as the initial point of contact, for assistance across all the support Disciplines (for example, but not limited to: HR, IT, Travel, Finance, Facilities, Security, Procurement, Information Management, or Logistics domains). Level II CSR work requires the application of quality control measures to ensure a positive customer experience, and may provide guidance or direction to less experienced CSR personnel.
Duties and Responsibilities:
Depending on the functions and business areas supported, duties may include the following:
- Communicate with customers via phone and email and answer questions related to administrative issues

- Encourage a positive call center interaction by communicating in a thorough, supportive and amicable manner

- Proficient ability to categorize questions/inquiries, identify relevant information from a body of policies, procedures, and websites and when necessary, determine the appropriate functional area to search for answers to customer issues

- Provide guidance to employees on navigating document and web resources and self-service tools

- Provide policy and procedural information and guidance to customers on programs, actions, and/or processes

- Anticipate or infer caller needs and recommend additional information that the customer may need to more efficiently and effectively perform their duties

- Complete required online forms or database entries in support of any required actions quickly and accurately.

- Update electronic records based on customer conversations and conduct related data entry

- Update and communicate with customers on issue progress, timelines, and resolution

- Navigate multiple databases, documented resources, and systems of record efficiently

- Coordinate with colleagues as appropriate to explain processes or resolve moderately complex employee transactional issues

- Read and analyze dashboards and metrics to summarize and make informed recommendations on call center performance

- Support the writing and revisions of call center scripts and standard operating procedures

- Refer questions and issues that are beyond the scope of the Call Center to the appropriate Organization

Required Qualifications:
- TS/SCI with Polygraph

- Two years of prior administrative/customer service support or comparable experience, demonstrating increased levels of complexity and responsibility in the areas of problem solving, working independently, maturity, judgment, and initiative. Applicable vocational education may be substituted for work experience.

- High School Diploma/GED

- Work is typically performed in an office environment, requiring the use of computer terminals and standard office equipment to accomplish work objectives.  Must be able to sit comfortably to do work, interspersed by brief periods of standing, walking, bending, carrying of papers and books, extensive periods requiring the use of computers terminals to accomplish work objectives.

- Active listening and oral expression skills

- Problem solving skills to identify the nature of a customer issue and relay an understanding of the problem

- Interpersonal skills to develop valued relationships with customers, coworkers, and colleagues

- Ability to quickly gain familiarity in corporate programs, actions, and policies

- Ability to research and identify relevant information within a multitude of documented information

- Ability to read and analyze call center metrics and/or dashboards and discern if performance standards are being met

- Ability to write clear and effective correspondence and explanations

- Ability to navigate multiple databases, documented resources, and systems of record

- Ability to prioritize multiple tasks in fast paced environment

- Ability to remain calm and empathetic when communicating with contentious customers

- Ability to elicit relevant information through dialogue, questions, and conversations

Nice to Haves:
- Experience with Microsoft Office software

- Experience with Customer Relationship Management (CRM) software and automated distrusted call systems

- Experience with Automated distributed call systems

Knowledge, Skills and Abilities:
Ability to obtain and apply:
- Working knowledge of organizations customer service measures, standards, and expectations
- Working knowledge of the types of data maintained in a domain system of record
- Working knowledge of the systems related to processing respective support Discipline Actions across relevant corporate applications
- Working knowledge of the mission, customers, products, and services

Job Location



CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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