Call Center Service Representative 3 (SCA)

Peraton•San Antonio, TX

About The Position

Peraton is seeking a Call Center Service Representative 3. The role will perform the following duties but not limited too: Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature. Responds to customer inquiries, provides customers with product and service information and processes orders, forms and applications. May also make outboard service calls to potential customers. Utilizes mechanized systems to initiate and complete service orders and handle customer requests. Researches required information using available resources. Identifies and escalates priority issues and complaints. Follows up customer calls where necessary. Completes call logs and produces call reports. May be required to work in one or multiple queues/skill sets over various customer contact channels. May assist in training new employees.

Requirements

High School with 2 years’ experience
Must be US Citizen
Ability to obtain Department of Defense security clearance (ADP II Public Trust). Tier 3 investigation
Strong critical thinking skills that facilitate expedient problem solving
Must be capable of supporting and maintaining proficiency for a wide range of services The ability to effectively communicate technical matters to a non-technical audience Strong customer service and communications skills
Must be able to multi-task in a fast-paced environment with shifting priorities
Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint)
Familiar with Service Desk support methodology

Nice To Haves

Familiarity with Military Health Systems is preferred
Relevant technical certifications preferred
Familiar with ITIL (certification preferred)
HDI certification preferred

Responsibilities

Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature.
Responds to customer inquiries, provides customers with product and service information and processes orders, forms and applications.
May also make outboard service calls to potential customers.
Utilizes mechanized systems to initiate and complete service orders and handle customer requests.
Researches required information using available resources.
Identifies and escalates priority issues and complaints.
Follows up customer calls where necessary.
Completes call logs and produces call reports.
May be required to work in one or multiple queues/skill sets over various customer contact channels.
May assist in training new employees.