Customer Service Representative - Tier 1

Kreative Technologies • DC

84d • $18 - $20

About The Position

We are seeking a Customer Service Representative to support our call center operations by providing exceptional service to clients and government personnel. The ideal candidate will handle inbound and outbound calls, respond to inquiries with professionalism, and accurately document interactions in accordance with established procedures. Responsibilities include assisting with account access issues such as password resets and ID reactivation, supporting inspectors with scheduling and profile updates, and utilizing resources to research and resolve customer concerns. The candidate will also escalate complex issues to higher-level support, transfer calls to appropriate staff, and identify trends in customer inquiries to improve service delivery. Strong communication skills, attention to detail, and the ability to adapt in a fast-paced environment are essential for success in this role.

Requirements

• High School Diploma or equivalent (GED)
• Must be a U.S. Citizen eligible for a security clearance.
• Experience supporting I.T./Helpdesk call centers preferred.
• Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented focus with the ability to work with minimal supervision.
• Excellent oral and written communication skills.

Responsibilities

• Handle inbound and outbound calls in a call center environment while providing excellent customer service.
• Answer customer inquiries via telephone and respond to requests using professional etiquette.
• Log and update all customer interactions in the tracking system in accordance with call center procedures.
• Assist inspectors with profile discrepancy changes, cancellations, rescheduling, and unit verification counts.
• Provide clients with role assignments for access into subsystems.
• Reset passwords, reactivate IDs, and assist with account access issues.
• Research and resolve customer inquiries using available resources such as user guides, manuals, website documentation, and call center alerts.
• Escalate incidents and inquiry tickets with complete documentation of troubleshooting steps for issues unresolved at the Tier 1 level.
• Transfer calls (warm/cold) to appropriate staff following established call center procedures.
• Recognize, document, and alert supervisors of trends in customer inquiries or recurring issues.
• Stay up-to-date with system changes, procedures, and customer information through ongoing training and resource materials.
• Perform other duties as assigned to support team and organizational goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees