Customer Service Representative

Job Details

Customer Service Representative

Remote

***US Citizenship Required***

As a Customer Service Representative (CSR) for the DOL-NCC, you will play an integral role in supporting the center's mission. You will interact with American citizens, answering inquiries about labor-related topics such as paychecks, workplace safety, and government agency contacts. This is a fully remote position with multiple different shifts available.

Key Responsibilities:

• Provide accurate and timely responses to customer inquiries through multiple channels (phone, text, email, chat, etc.).
• Use a cloud-based telephony system and Customer Relationship Management (CRM) tool to research and deliver information to customers.
• Handle customer inquiries with professionalism, empathy, and a solution-oriented approach.
• Manage call flow and time effectively while ensuring customer needs are met.
• Gather and document relevant information, applying problem-solving skills to resolve inquiries.
• Ensure confidentiality and follow protocols when handling sensitive information.
• Work independently and collaboratively with the team to achieve daily goals and support one another.

Qualifications:

• High School diploma or GED certificate.
• A minimum of 2 years of customer service or call center experience.
• Strong verbal and written communication skills to facilitate clear exchanges with customers.
• Ability to manage inquiries in a professional and efficient manner, including from difficult or distressed callers.
• Strong listening skills with the ability to empathize with customers and resolve issues effectively.
• Ability to use a computer, keyboard, and CRM systems for documenting customer interactions.
• Basic web navigation and information retrieval skills.
• Ability to use appropriate equipment to assist customers with hearing, speech, and visual impairments.
• Ability to work well within a team and follow direction in a fast-paced environment.
• Must be able to pass a low-risk public trust background investigation.

Additional Skills (Preferred but not required):

• Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to thrive in a fast-paced, dynamic work environment.

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