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Call Center Representative

Company: Dunhill Professional Search
Location: Chesapeake
Posted on: July 15, 2019

Job Description:

General Summary Our Call Center responds to and resolves Recruiting and Hiring inquiries transferred from the Tier 1 Customer Service Center (PhoneE-mail), as well as direct inquiries from candidates and employees in a timely manner and provides general informationassistance. The Contact Center resolves general inquiries from applicants regarding their application status, test scheduling information, and other related inquiries. The Call Center is operational between the core hours of 700 AM and 1000 PM Eastern Standard Time (EST) Monday through Friday and 1100 AM and 400 PM EST Saturday and Sunday, excluding federal holidays. The staffing schedule is created using shifts to ensure coverage during core hours. Current shift needs are during the hours of 130 PM to 1000 PM EST Monday through Friday and 1100 AM to 400 PM EST Saturday and Sunday The Call Center Representative Junior answers general inbound and places outbound calls in a call center with the goal of resolving candidates recruiting hiring questions, concerns, and issues. The goal is to resolve issues and increase customer satisfaction. The CSR takes care of inbound and outbound calls of a lesser complexity that are primarily routine or basic in nature. Follows basic procedures and scripts, using fundamental knowledge to navigate information systems along with a basic knowledge of Federal Recruiting and Hiring processes. Essential Duties and Responsibilities Responsibilities Include Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer Update customer information in the customer service database during and after each inquiry Work with the management team to stay updated on process knowledge and be informed of any changes Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking Minimum Qualifications 0-2 years of prior Call Center experience Must be 18 years of age or older High school diplomaGED required (Associate degree in a business related field preferred) Ability to remain professional and courteous with customers at all times Ability to communicate clearly and professionally, both verbally and in writing Has a pleasant, patient and friendly attitude Strong decision making and analytical abilities Strong detail orientation and communicationlistening skills Willingness to work a flexible schedule and occasional overtime when needed Possess a strong work ethic and team player mentality Excellent customer service skills Must be a US Citizen Must be able to obtain a Public Trust Clearance Relocation funding is not available for this position. Desired Qualifications Availability for evening and weekend shifts Flexibility - ability to work a shift schedule that would be subject to periodic changes. Knowledge, Skills, and Abilities Knowledge of federal recruitment and hiring is a plus.

Keywords: Dunhill Professional Search, Chesapeake , Call Center Representative, Other , Chesapeake, Virginia

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