Customer Service Representative

HighPoint • Tysons, VA

6d • Onsite

About The Position

HighPoint Digital’s professionals focus exclusively on helping government agencies and companies implement their most critically strategic initiatives. The role of Customer Service Representative contributes to HighPoint by delivering exceptional customer service and handling sensitive information within a high-volume call center environment. The Customer Service Representative shall effectively manage incoming issues, complaints, and inquiries while maintaining a high level of customer satisfaction.

Requirements

• Ability to operate in a high-volume metrics driven call center environment
• Ability to be flexible with work schedule to support the Call Center’s needs during operating hours
• Ability to multitask and research information on multiple databases at the same time
• Ability to enter data and talk to stakeholders at the same time
• Ability to conceptualize scenarios and communicate it effectively to stakeholders
• Ability to work independently, and demonstrated ability to efficiently interpret research and analyze information from various sources
• Ability to communicate effectively both orally (in groups and one-on-one) and in writing (as position occupied dictates)
• Ability to listen actively to sensitive information
• Ability to successfully navigate national web-based tracking systems relating to Student and Exchange Visitor Information System (SEVIS) and Fee Payment
• Ability to analyze multifaceted issues relating to the Student and Exchange Visitor Information System (SEVIS)
• Ability to provide support to international stakeholders and academic institutions
• Ability to utilize telephony systems, CRM, Microsoft Dynamics and other ticket tracker systems, and Microsoft Office Suite
• High School diploma and specialized experience performing duties in support of a multi-tier/level Call Center are required.
• Minimum of three (3) years of specialized experience to include answering and responding to inbound calls or like complexity
• Public Trust is required to perform the job. Ideally, the candidate has that already. HighPoint will initiate that on your behalf if you do not have it.

Nice To Haves

• Bachelor’s degree highly preferred, but not required.
• HDI Certification is highly preferred but not required.

Responsibilities

• Receive and answer up to 40 – 60 phone calls per day.
• Engage in multiple email, social media, and chat messages in a corporate professional setting simultaneously
• Update stakeholder profiles within databases
• Resolve a wide variety of multifaceted stakeholder issues
• Work in an environment with flexible schedules
• Work on multiple projects simultaneously in a Call Center/Help Desk environment
• Deal with a variety of people from varying professional/administrative backgrounds

What This Job Offers

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