Customer Service Representative Lead

Koniag Government Services, LLC • Durham, NC

19h • Onsite

About The Position

Tuknik Government Services, a Koniag Government Services company, is seeking a Customer Service Representative to support TGS and government customer at Durham, NC. This position requires the candidate to be able to obtain a Public Trust.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problems. Will be on the phones 7-8 hours a day.
All employees are considered mission critical and are expected to report even during inclement weather conditions.
Hours:
Main Hours: Mon-Fri 5:00am-1:30pm (Opening of the Call Center) Need someone with great attendance
Assist working: After 1:30pm when needed
Rotate working on some holidays
Location:
North Carolina

Requirements

• Attendance – Exceeds expectations
• No performance Issues
• Tickets- Should not be on the weekly report for returned tickets
• Able to communicate effectively verbally and in writing
• Able to Multi-task and have no issues to do additional tasks
• Must be a team player – Able to work with your co-workers and management
• SSA Call Center experience for at least 1 Year
• Ability to obtain a public trust.

Responsibilities

• Responds to ASC and Severity 1 emails in a timely manner
• Dial into Tiger Calls and provide status report to CC Manager
• Assist with the monthly SIR report
• Ensure SLA is met with Virtuals/Portal Requests
• Ensure SLA’s documented in the SOW are being met
• Ensure new metrics given by the customer is met with your assigned agents
• Assist with DMF Report
• Assist with the daily Staffing report
• Assist with the new hire training schedule and providing ACD training codes
• Greet new hires on their first day- Assist to get their badge – Onboarding tasks
• Assist with Retrieve equipment from agent when resigned/termed
• HW AM Dispatch Report
• Updating Hardware document to make current
• Responsible for Portal schedules
• Ensure policies and guidelines are being followed by the team
• Coaching, Mentoring and Meeting with CSR’s
• Be able to effectively interact with all team members in both locations
• Manage Schedules in SharePoint
• Assist with ticket management
• Coordinate callback efforts
• Assist with phone calls, especially in the mornings
• ACD Monitoring- Ensure Agents are logged into phones
• Follow the Incident Management Process (Outage Notification), Alerts
• Assist with Aged tickets/On Hold reports
• Assist with Customer Survey challenges
• QA agents tickets
• Expert in PII and VIP process
• Weekly and monthly reporting
• Back-up to other leads when needed
• Work closely with the other leads and Call Center Manager
• Able to get task completed ASAP when needed
• Ensure the queues are managed daily
• Provide manager with weekly status report
• Attend weekly leads meeting and convey message to the team
• Scheduling
• Review ACD reports
• Monitor calls
• Other duties as assigned

Benefits

• health
• dental and vision insurance
• 401K with company matching
• flexible spending accounts
• paid holidays
• three weeks paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed