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
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
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. Join CACI, where 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 clients. A member of the Fortune 1000 Largest Companies and the Russell 2000 Index, CACI provides dynamic careers for approximately 15,000 employees working in over 120 offices worldwide.
CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.