Agent I - Day

ASM Research • San Antonio, TX

11h

About The Position

The Agent I - Day handles inbound and outbound customer interactions during daytime hours, providing information, resolving issues, and processing transactions across enterprise customer service channels. This role uses multiple systems and knowledge resources to research inquiries, update records, and document outcomes in a highly regulated federal environment. The Agent I applies scripts and procedures while exercising judgment to address customer needs, escalate complex issues, and ensure accurate, compliant handling, contributing to customer satisfaction and retention goals by delivering professional, efficient, and empathetic service.

Requirements

• High school diploma or GED; some college coursework or Associate's degree preferred.
• 1–3 years of customer service or contact center experience with demonstrated ability to handle routine customer inquiries professionally.
• Proven ability to answer inquiries by clarifying desired information, researching, locating, and providing accurate information to customers.
• Strong capability to resolve problems by clarifying issues, researching and exploring solutions, implementing resolutions, and escalating unresolved problems appropriately.
• Experience fulfilling requests, maintaining call center databases by entering information, and documenting customer interactions accurately.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Nice To Haves

• Experience working in a high-volume, metrics-driven contact center environment.
• Familiarity with customer relationship management and telephony platforms commonly used in enterprise contact centers.
• Background in government or highly regulated customer service operations.

Responsibilities

• Manage a steady volume of calls and other contacts, adhering to schedule, handle-time, and quality expectations while maintaining professional service standards.
• Navigate multiple systems and knowledge bases to research customer information, update accounts, and record detailed interaction notes accurately.
• Follow defined scripts, procedures, and compliance requirements while adapting communication style to diverse customer situations and needs.
• Identify issues requiring escalation and transfer to team leads, subject matter experts, or specialized queues with clear documentation and context.
• Apply de-escalation and problem-solving techniques to resolve issues on first contact whenever possible, minimizing repeat contacts.
• Protect sensitive information by following identity verification, data privacy, and security protocols appropriate to federal government operations.
• Suggest improvements to processes, scripts, or knowledge content based on recurring customer questions or pain points identified during interactions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED