Overview
TechOp Solutions is seeking Senior Customer Service Representatives (CSRs) who can provide masterful guidance in a federal contact center environment. Senior agents will have exceptional customer service skills, including experience deescalating calls, managing takeover calls, and handling disruptive customers. They will also provide coaching support for new agents and expert feedback for contact center tools. Remote position, but candidate must reside in the Hampton Roads area.
Responsibilities
Provide direct customer service, supporting escalation queues and takeovers from frustrated or disruptive callers
Serve as expert user for contact center tools and software testing
Support new agent training, including coaching and nesting of new personnel
Coordinate with contact center supervisors on overall performance
Participate in quality assurance in support of contact center supervisors
Other duties, as assigned
Qualifications
HS diploma (or equivalent) is required
Customer service experience
Ability to use telephony tools and applications
Good verbal and written communication skills
Basic computer skills
Must be able to obtain and maintain government agency suitability requirements as a condition of employment
A reliable, hard-wired internet connection is required
3 years of contact center experience (agent or higher)
Employment details
Seniority level: Associate
Employment type: Full-time
Job function: Administrative
Industries: IT Services and IT Consulting
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