Customer Service Representative I
Company: PAE
Location: Falls Church
Posted on: January 15, 2021
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Job Description:
Supporting the Most Exciting and Meaningful Missions in the
WorldCustomer Service Representative IPAE National Security
Solutions, is looking for a Customer Service Representative Level I
works primarily within enterprise call centers and includes
communicating both written and oral with employees and delivering
accurate information on established policies, procedures, and
parameters. A strong customer service perspective is required.
Candidate Must have an Active and Eligible for Crossover at the TOP
SECRET/SCI security clearance with Poly at time of
employment.Duties: Specific duties and responsibilities will vary
based on assignment area.* Build audience insight using appropriate
tools to monitor content* Communicate with customers via phone and
email and answer basic questions related to administrative issues.*
Encourage a positive call center interaction by communicating in a
thorough, supportive and amicable manner.* 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.* 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.* Refer questions and issues that are
out of the scope of the call centers to the appropriate
organization.Knowledge, Skills/Abilities* Extensive knowledge of
Microsoft Office Suite applications (Power Point, Word, Outlook,
Excel)* Basic knowledge of the organizations customer service
measures, standards, and expectations* Basic 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* Basic knowledge of
the customer mission, customers, products, and services* 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 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
conversationsQualifications: * Clearance Requirements: * Must have
an Active and Eligible for Crossover at the TOP SECRET/SCI security
clearance with Poly at time of employment. * Educational
Requirements:* High School Diploma or GED* Associates or Bachelor's
degree* Experience Requirements:* Previous Customer Service
experience is advantageousWork Environment* Typically, employees
sit comfortably to do their work, interspersed by brief periods of
standing, walking, bending, and carrying of papers and books,
extensive periods requiring the use of computers terminals to
accomplish work objectives. While performing the duties of this
job, use fingers and hands to type or write; reach with hands and
arms; talk or hear. Specific vision abilities required by the job
include close vision, distance vision, color vision, peripheral
vision, depth perception, and the ability to adjust focus.* While
performing the duties of this job, use fingers and hands to type or
write; reach with hands and arms; talk or hear.* Specific vision
abilities required by the job include close vision, distance
vision, color vision, peripheral vision, depth perception, and the
ability to adjust focusPAE is proud to be an Equal Opportunity
Employer. Our hiring practices provide equal opportunity for
employment without regard to race, religion, color, sex, gender,
national origin, age, United States military veteran's status,
ancestry, sexual orientation, marital status, family structure,
medical condition including genetic characteristics or information,
veteran status, or mental or physical disability so long as the
essential functions of the job can be performed with or without
reasonable accommodation, or any other protected category under
federal, state, or local law.EEO is the Law PosterEEO is the Law
Poster SupplementSDL2017
Keywords: PAE, Washington DC , Customer Service Representative I, Other , Falls Church, DC
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