Mid-Shift Customer Service Representative

Mid-Shift Customer Service Representative (CSRI)Portsmouth, NH (10:30am-7:00pm)

FCi Federal delivers essential operations management and professional services to federal Government agencies. We apply proven processes and an innovative approach to performance, supporting the consistent delivery of the highest quality experience to the agencies we support and to the people who count on critical Government services.FCi Federal has an opportunity for a Customer Service Representative to join our team on our Federal Government contract in Portsmouth, NH.

The Telephone Inquiry Representative, serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database

Essential duties and responsibilities for the position include the following:

• Determines requirements by working with customers.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
• Maintains call center database by entering or updating information.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Updates job knowledge by participating in educational opportunities.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Call Center Representative Basic Skills and Qualifications:

• Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Strong Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking
• Must be able to obtain and maintain a Moderate Threat Public Trust (MRPT) suitability determination
• Must successfully complete a comprehensive 7-year criminal and credit history background check
• Must successfully complete a drug screening
• Must successfully complete a computer-based assessment on typing skills with a score of 90% accuracy and 30 WPM
• Must successfully complete a computer-based assessment on basic computer skills with a score of 70%
• Must successfully complete a computer-based assessment on Telephone Inquiry with a score of 65%

Minimum Experience, Education and Licensure:

• Must be 18 years of age or older
• High school diploma or equivalent

Minimum Knowledge, Skills and Abilities:

• Strong command of the English language both verbally and written
• Strong administrative and organizational skills
• Basic Computer Skills
• Excellent interpersonal and communication skills
• Demonstrate a professional work ethic
• Ability to work independently and as a member of the team
• Analytical skills and attention to detail to successfully analyze and evaluate trends, disseminate information to a wide audience

Physical Demands:

While performing the duties of this job, the employee may occasionally be required to stand; walk; sit; lift up to 20 lbs.; bend; reach; carry; stoop; kneel; use hand and fingers to handle, or feel objects, tools or controls; use fingers and hands to type or write; speak; or hear. Specific vision abilities may be required to perform the job which may include close vision, distance vision, color vision, peripheral vision, depth perception, or the ability to adjust focus.

FCi Federal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation or gender, status as a protected veteran, among other things, or status as a qualified individual with disability. We maintain a drug-free workplace and perform substance abuse testing.

Job Type: Full-time

Salary: $14.06 /hour

Required education:

• High school or equivalent

Job Type: Full-time

Salary: $14.06 /hour

Required education:

• High school or equivalent