Job Description

Job Description

TBM Technology Consulting is seeking a ****Call Center Agent /Technical Information Specialist located in College Park, MD. Position is currently remote, but may become hybrid or onsite in the future.

Responsibilities include but are not limited to:

• Handle inbound phone calls and emails from internal and external stakeholders and provide appropriate customer service support in accordance with defined guidelines.
• Multitask in a fast-paced environment and perform research with high call and email volumes.
• Utilize authorized platforms to gather and confirm information prompted by incoming calls and emails.
• Analyze incoming documents and reports for completeness and compliance with the customer's guidelines and take appropriate steps to capture the pertinent information into databases and IT systems.
• Perform accurate and timely data entry using multiple screens in customer's system and classify/index/assign the records appropriately.
• Maintain paper and electronic records in accordance with customer's established guidelines.
• Perform document entry services, data analysis, tracking services, and stakeholder/user support
• Collect statistics and assist in providing input for periodic reports.
• Assist in audits and verification of work in process

Qualifications :

• Minimum of 3 years customer service experience

• At least 1 year of call center experience is required

• Proficient in reading, analyzing, classifying, and interpreting complex narrative of regulatory submissions

• Must be able to implement SOPs and train staff in their use

• Excellent verbal and written communication

• Excellent demonstrated customer service skills

• Must be proficient in using computers, demonstrated use of Microsoft Office

• Must be US Citizen - Possess or be able to obtain/maintain a Government Public Trust Security Clearance

• COVID-19 vaccine and proof of full vaccination required

TBM Technology Consulting is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability. We offer a competitive compensation package including a competitive salary, medical benefits, PTO, and holiday pay.