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.