In-Bound Call Center Representative

IronMountain Solutions•Tysons, VA

5d•Remote

About The Position

Insight Technology Solutions currently supports a contract providing call center support for the Student Exchange and Visitor Program (SEVP) within the Department of Homeland Security. We are looking for candidates with previous experience in providing end-user phone support in a high call volume environment with a proven ability to deliver comprehensive customer service and updates regarding sensitive information.

Requirements

Education: High school diploma required.
Experience: Minimum of three (3) years of specialized experience supporting a Call Center or Help Desk environment.
This position requires a Public Trust Clearance.

Nice To Haves

Certification: HDI Certification is highly preferred but not required.

Responsibilities

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 SEVIS and Fee Payment
Ability to analyze multifaceted issues relating to the SEVIS system
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