Call Center Representative - Student and Exchange Visitor

Job Description

**PLEASE NOTE: Even though this is a remote role, candidates must reside in MD, VA, or D.C.**

Insight Technology Solutions is currently seeking quality professionals to provide Contact Center Services for a program in support of an agency within the Department of Homeland Security (DHS) in Vienna, VA. 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.

Below is a list of additional responsibilities, as well as the basic requirements for qualified candidates:

Key Responsibilities:

Respond to customer inquiries promptly and professionally, via telephone, email and/or chat.

Assist in resolving reported problems, tracking the request from initial contact to completion of service or escalating calls and/or emails to the next level as required.

Perform ad hoc analysis and standard reporting requests with data gathered from different sources.

Manage and update stakeholder profiles in SIMA and databases accurately.

Meet or exceed established performance metrics, including call handling time, productivity, quality assurance, and customer satisfaction ratings.

Resolve problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems to management.

Provide accurate, valid, and complete information by using multiple databases, tools, and resources at the same time.

Additional responsibilities as assigned.

Basic Qualifications:

Ability to operate in a high-volume metrics driven contact center environment.

Ability to be flexible with work schedule to support the contact center’s needs during operating hours.

Ability to listen actively to sensitive information.

Ability to multitask and research information on multiple databases concurrently.

Ability to concurrently enter data and talk to callers.

Ability to conceptualize scenarios and communicate effectively to stakeholders.

Ability to work independently.

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 utilize telephony systems, CRM, Microsoft Dynamics and other ticket tracker systems, and Microsoft Office Suite.