One of TEKsystems clients is looking for

several qualified

candidates to support their Call Center

department. This is a great

opportunity for someone to get their foot in

the door with a local enterprise

company. This is also a great opportunity for

someone to grow their skills

within Customer Service and have the

opportunity to

advance their careers within Customer

Service. They are currently looking for

individuals who are looking to grow

within their company.

This will be an opportunity on a

Contract to Hire basis.

Candidates must be local to Battle Creek, MI

to be hired for this opportunity. Once a training period is completed onsite

the candidate may be granted work from home status for an until further notice

standpoint before they may be asked to work onsite again.

This is a phone-based customer

service position supporting a

government customer. Logistical

Support Customer Service Representative (CSRs) in this position will

be responsible for

providing support through phone

and email correspondence with

customers. The activities associated

with this position include

identifying and prioritizing the

customer’s request,

documenting pertinent information, conducting

research to provide

resolution or escalation of the call if

required. Additionally,

the CSR will encounter the need to utilize

problem solving skills and

multiple databases with proprietary government

Customer Interaction Center

systems. Successful candidates will have a

customer service orientation, be

fast learners able to adapt to new

information, problem solve and

possess excellent research skills.

DUTIES AND RESPONSIBILITIES

• Provide superior customer service by answering incoming calls in a timely manner.
• Follow established policies and procedures to respond and route calls appropriately.
• Gather information to determine customers’ needs; apply problem solving skills and resolve the inquiry/request effectively.
• Log customer information into a database ensuring data entry is accurate and complete.
• Access database per customer request for information; use critical thinking skills to perform research to find a solution for the customer’s need and/or concern.
• Verify and record demographic data with caller and escalate customer issues as appropriate.
• Provide clear and concise written responses to customer and vendor inquiries or escalate to the responsible resource for resolution.
• Open non-call work tickets: review, work and close incoming workload in specified timeframe based on priority.
• Maintain and improve quality results by adhering to standards and guidelines.
• Handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations.
• Control the pace and flow of the inquiry/request and manage call time effectively.
• Follow protocol and apply sensitivity and discretion in handling confidential information.
• Utilize multiple software systems and operate within them to resolve simple to complex vendor questions.
• Flexibility in work hours and shifts is required. This job is subject to a shift bid system based upon performance/merit and hours can change on a bi-yearly basis.
• Accept other related jobs/duties as assigned.

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent
• At least 18 years old
• Proficient in the English language (written and verbal)
• Bilingual Spanish positions are also available - Proficient in the Spanish language (written and verbal) (Not Required)
• Must be legally eligible for employment in the US
• Must be eligible to work for any employer
• Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
• Proficient computer skills (MS Office, keyboarding speed and accuracy, internet-based research)

PHYSICAL DEMANDS

The physical demands described

here are representative of those

that must be met by an employee

to successfully perform the essential functions

of this job. Reasonable

accommodations may be made to enable individuals with

disabilities to perform the

essential functions.

While performing the duties of

this job, the individual will be

required to multitask. The

employee will also be required to speak, listen,

read, and use a computer

simultaneously during their scheduled shift.

Individuals will be required to

be mobile throughout the building.

WORK ENVIRONMENT

Individuals will be in a cubicle

for most of their scheduled

shift. Individuals are required

to work well independently and as a member of a

team. The tasks of the call

center are repetitive in nature. The noise level is

generally moderate. The work

environment characteristics described are

representative of those an

employee encounters while performing the essential

functions of this job.

*Medical, Dental, and Vision Benefits Offered*

*12 Paid Holidays from Day One*

*Candidates must be local to Battle Creek, MI to be hired for this opportunity. Once a training period is completed onsite the candidate may be granted work home status*

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.