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Customer Service Representative

San Antonio, TX, United States

Responsible for basic inbound call, outbound call, email, and web chat services, as well as back-office services. Performs services focused on customer satisfaction and adherence to established Service Level Agreements (SLAs). Completes daily routine tasks and responsibilities to support the Customer Service department or programs.

**Job Responsibilities**

+ Supports customer to submit and process PTIN applications or creates and submits on behalf of customer.

+ Supports inbound calling, outbound calling, web chat and paper mail applications/inquiries.

+ Assistscustomers with processing, identifying, and resolving processing issues.

+ Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. All cases shall be logged into a web-based agent desktop application.

+ Completes accurateaccount research for customer to confirm status of requests and applications.

+ Support Services shall be executed in compliance with processing and program knowledge bases published by client.

+ May be asked to assist Systems Operations team with testing of ServiceNow enhancements to improve user experience.

+ Occasional telework may be authorized. CSS must adhere to all company and client requirements according to the Telework Agreement.

**Minimum Qualifications**

+ High School Diploma or GED

+ 0-2 years of Call center experience; 0-2 years of customer service or public relations experience.

**Other Job Specific Skills**

+ Ability to successfully adapt and perform during times of high call volume.

+ Ability to provide effective customer service and deal tactfully and courteously with the public.

+ Strong written and verbal communication skills.

+ Strong listening ability to interpret and clarify information being provided by customers.

+ Strong commitment to providing quality service.

+ Ability to foster a good working relationship and rapport with customers and peers.

+ Keen attention to detail and accuracy.

+ Ability to work well under pressure.

+ Unwavering dedication to customer satisfaction and resolving customer concerns.

+ Ability to convey enthusiasm, energy, and sincerity over the phone.

+ CSSmust be able to commute to and work onsite at a facility in San Antonio, TX.

**U.S. Citizenship Required: Yes**

**Physical Demands**

Light office duties which may include sitting for prolonged periods of time, viewing digital screens for prolonged periods of time, lifting up to 10 pounds, use of a desk and computer equipment, typing on a keyboard, writing with a pen, pencil, or stylus, etc.

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