Job Description

Responsible for basic inbound call, outbound call, web chat, and paper services, as well as back-office services. Perform 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 customers 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.
• Assists customers with processing, identifying, and resolving processing issues.
• Logs cases, or updates an existing case as applicable, to record each phone, or web chat communication with a customer. All cases shall be logged into a web-based agent desktop application.
• Completes accurate account research for customers to confirm the 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 ServiceNow enhancements to improve user experience.
• Occasional teleworking may be authorized. CSS must adhere to all company and client requirements according to the Telework Agreement.

Minimum Qualifications

• High School Diploma or GED
• 1-2 years of Call center experience; 1-2 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 navigate a Windows laptop and use Microsoft Applications
• 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.
• 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.
• CSS must be able to commute to and work onsite at a facility in San Antonio, TX.

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