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Customer Service Representative

Company: ASRC Federal
Location: El Paso
Posted on: May 3, 2021

Job Description:

ASRC Federal Mission Services has an outstanding position for a Customer Service Representatives at the mid and senior levels to support the DEA government agency program in El Paso, TX. This role will work on site at Fort Bliss. If you are a US Citizen and have 3 years of Call Center or Customer Service experience, let's talk today! We offer an excellent benefits package that includes a matching 401k plan and tuition reimbursement.

Key Role

  • Receive incoming calls and inquires and ensure the timely process through which call center problems are controlled and resolved.
  • Identify the issue or problem of the inquiry and follow the research, isolation and follow-up steps to resolve any issues.
  • Provide guidance/training for less-experienced personnel and provide second-tier support to end users for issue resolution.
  • Examine system applications, by simulating or recreating user problems to resolve operating difficulties that the first tier cannot resolve and escalate issues to management or IT support
  • Answer inbound telephone inquiries, make outbound calls when necessary, process orders, prepare and process correspondence, and fulfill all customer needs to ensure customer satisfaction.
  • Perform daily office tasks such as communication with customers, filing, recording, maintaining records, copying, posting, and other similar duties, using a computer terminal, and other word processors to accomplish assignments.
  • Ensure that confidential documentation is secured in compliance with the customer and companies policies and procedures.
  • Handle telephone calls courteously and efficiently using proper telephone etiquette, including but not limited to the following: prepare for incoming calls; speak clearly and properly; listen when taking incoming calls; be sensitive to the needs and moods of callers; deal with irate callers; screen calls properly; give accurate information; transfer calls appropriately; take complete and accurate messages; conclude a call courteously; handle high volume calls expertly.
  • Enter accurate information in an Oracle database - Manage customer calls through call queue(s) - Solve problems using information researched and tools available such as specific web browsers.


" }, { "label": "Requirements", "content": "

ASRC Federal Mission Services has an immediate position for a Customer Service Representative in a federal government call center supporting the Drug Enforcement Agency/DEA. We offer a very professional environment with an innovative management style that will offer you the professional growth you've been seeking.

  • High School Diploma/GED
  • 3-7 years work experience to include Customer Service Call Center or Retail Customer Service or Administrative work experience
  • AS or BS degree may be substituted for work experience.
  • Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook)
  • Strong communication skills oral and written with effective organizational and time management skills
  • Ability to interact with all levels of professionals
  • Good problem solving skills with the ability to multi-task and meet strict deadlines.
  • US Citizenship is required and the ability to obtain a clearance

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law

" }, { "label": "City", "content": "El Paso" }, { "label": "State", "content": "Texas" } ],

Keywords: ASRC Federal, El Paso , Customer Service Representative, Other , El Paso, Texas

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