Inbound Telephone Customer Service Representative R7688

Chickasaw Nation Industries • Oklahoma City, OK

275d

About The Position

The Inbound Telephone Customer Service Representative supports activities for the Federal Aviation Administration (FAA) and provides customer assistance related to routine inquiries / problems concerning applications, software, hardware, and network operations. The Inbound Telephone Customer Service Representative works under close supervision and is provided detailed written or verbal guidance before and during assignments. This position is required to be 100% onsite in the OKC area.

Requirements

• Must be able to obtain a FAA Public Trust Clearance for access to facilities, equipment and property.
• One (1) year of previous call center/help desk experience.
• High school diploma and a minimum of one (1) year related experience.

Nice To Haves

• Call Center Analyst or Customer Service Representative HDI Certification is highly preferred.

Responsibilities

• Under direct supervision, resolves computer operating problems.
• Provides customer assistance with routine inquiries in relation to problems associated with applications, software, hardware, and network operations issues.
• Responds to requests for support via phone calls and emails promptly and professionally.
• Monitors computer systems and operations, as needed.
• Logs all events, and documents findings/actions/problem resolutions in the Customer Service Center Support (CSCS) Information Technology Service Management (ITSM) software tool.
• Follows and makes use of standard procedure documentation.
• Resolves less complex events immediately and escalates more complex events to second level support.
• Operates and monitors computer equipment.
• Uses established procedures to perform routine tasks to maintain required performance standards of computer equipment and its peripherals.
• Observes peripheral equipment and error messages displayed on the monitor of the terminal to identify faulty output or machine stoppage.
• Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize personal output.

Benefits

• Medical
• Dental
• Vision
• 401(k) Immediate Vesting
• Professional Development Assistance
• Legal Aid Assistance Program
• Family Planning / Fertility Assistance
• Personal Time Off
• Observance of Federal Holidays
• STD/LTD/Basic Life/AD&D
• Employee Assistance Program (EAP)
• Training and Development Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED