Job Description

JOB ID     __                  :9759-1 TITLE                           :Customer Service - Call Center Service Representative  LOCATION                   :Montgomery, Alabama DURATION                   :6 months WORK AUTHORIZATION :Citizen

CLEARANCE: PUBLIC TRUST

JOB DESCRIPTION:

• ***do not resubmit candidates that were previously submitted on req # 6830 – 1

SUMMARY:

• The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
• A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow – up as needed.
• Customer service agents may be inbound, outbound or a combination of both.

JOB RESPONSIBILITIES:

• Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non – technical nature.
• Responds to customer inquiries, provides customers with product and service information and processes orders, forms and applications.
• May also make outboard service calls to potential customers.
• Utilizes mechanized systems to initiate and complete service orders and handle customer requests.
• Researches required information using available resources. Identifies and escalates priority issues and complaints.
• Follows up customer calls where necessary.
• Completes call logs and produces call reports.
• May be required to work in one or multiple queues/skill sets over various customer contact channels.
• May assist in training new employees.

SKILLS:

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
• Ability to work independently and manage one’s time.
• Ability to accurately document and record customer/client information.
• Previous experience with computer applications, such as MS Outlook or data entry software.
• Under immediate supervision, works on a limited variety of straightforward jobs.
• Works on assignments that are routine in nature, requiring moderate judgment.
• Work is checked for errors.
• Has little or no role in decision – making.

EDUCATION/EXPERIENCE:

• High school diploma or GED preferred.
• 0 – 2 years customer service – related experience required.

MUST HAVE AT LEAST 6 MONTHS OF CALL CENTER EXPERIENCE.

Company Description

Ohm was incorporated in 1998 in the Commonwealth of Pennsylvania. We provide information technology consulting services to all levels of government and commercial clients. We have built our success by developing a deep understanding of each client's technical and managerial requirements through a focused and rigorous analysis methodology. This approach enables us to deliver solutions that accurately target and consistently achieve your goals in measurable ways. We tailor our project management approach to meet the quality, delivery and cost priorities you define. This ensures that we deliver in a way that establishes and maintains congruence with your organization objectives.