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Customer Service Representatives- Telework

Company: Dunhill Professional Search & Government Solutions
Location: Chesapeake
Posted on: June 20, 2022

Job Description:

Job DescriptionThis Position is to support The Federal Retirement Thrift Investment Board (FRTIB)Responsible to provide outstanding call center service to their participants by answering questions, handling feedback concerns, and troubleshooting problems with our products and services within the finance industry. The service representative may handle a high volume of inbound and/or outbound calls and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or concerns, and provide an accurate and efficient response. This is a long-term opportunity offering growth potential.ResponsibilitiesMonitor personal performance relative to defined department performance targets.Assist plan participants by telephone, chat, or email by answering any questions, provide information about products or services and/or obtain any details of feedback.Ability to successfully adapt and perform during times of high call volume.Strong written and verbal communication skills.Strong listening ability to interpret and clarify information being provided by customers.Strong commitment to providing quality service.Keep records of participant interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.Follow through to ensure that appropriate changes were made to resolve customers' concerns.Contact customers to respond to inquiries and resolve customers' concerns.Obtain and evaluate all relevant information to handle inquiries and complaints.Record details of inquiries, comments, and complaints in our operating system as well as any actions taken.Meet service level and quality requirements on a daily basisCommunicate and coordinate with internal departments.Keen attention to detail and accuracy.Basic QualificationsHigh School Diploma or G.E.D.1+ years of experience in a call center environment.Demonstrated proficiency with MS Office products and common workplace internet software and applications.Type 45 words per minuteFinance focus a plusPublic Trust clearance a plusAdditional Preferred Skills And QualificationsWorking knowledge of contact center operationsExperience with contact center and/or direct customer service experience.Demonstrated ability to achieve and maintain quality and efficiency standards in a high volume, high velocity work environment.Rapidly responds to emails and establishes clear communication cadences.No relocation support providedPhysical DemandsLight 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 or mobile phone, typing on a keyboard, writing with a pen, pencil, or stylus, etc.AttributesSelf-starter - take initiative and proactively offer solutions to problems.Critical thinker with the ability to solve complex problems.Outstanding attention to detail and organizational skillsExceptional customer service and problem-solving skills.Demonstrated willingness to innovate

Keywords: Dunhill Professional Search & Government Solutions, Chesapeake , Customer Service Representatives- Telework, Sales , Chesapeake, Virginia

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