Contact Center Operator (SCA) - Day Shift

CACI•Washington, DC

12d•$28•Onsite

About The Position

CACI is seeking a Contact Center Operator to join their team in Washington, DC. The candidate will perform the duties and responsibilities of a Contact Center Operator for the Department of Homeland Security (DHS) Contact Center. This role is responsible for responding to and routing public and customer inquiries. The candidate will need to respond to incoming calls from customers to take their requests, answer questions and inquiries, provide information, and handle complaints. Additionally, agents are responsible for making outbound VIP calls to set conference calls while providing the highest level of customer service. This position is required to be onsite full-time.

Requirements

Candidate will need to obtain/keep DHS Entry of Duty (EOD) Access
Bachelor's Degree
One year of applicable experience
Excellent Customer Service in both written and verbal communications

Responsibilities

Answering phones from customers professionally and responding to customer inquiries and complaints.
Researching required information using available resources.
Handling and resolving customer complaints regarding products to customer service problems.
Providing customers with the organization’s service and product information.
Routing requests including; forms, and formal requirements requested by the customers.
Identifying, escalating priority issues and reporting to the high-level management.
Routing inbound calls to the appropriate resources.
Following up complicated customer calls where required.
Completing call notes and call reports as necessary and updating them.
Obtaining and evaluating all relevant data to handle complaints and inquiries.
Recording details of comments, inquiries, complaints, and actions taken.
Managing administration, communicating and coordinating with internal departments.
Identify problems and provide applicable remedies.
Other duties as assigned.