Customer Service Representative Job at DirectViz Solutions, LLC in Remote

DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.

At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!

We are seeking a highly skilled Customer Service Representative to work in a 24/7 environment and who can obtain and maintain a Public Trust clearance. This position is remote but does require to be in a 50-mile radius of the site. Those locations are New Mexico - Albuquerque, Arizona - Tucson, Phoenix, Texas - Houston, Lubbock, Nevada - Las Vegas, Alabama - Mobile, Idaho - Boise, Tennessee - Memphis, Kentucky - Louisville, North Carolina - Fayetteville, Louisiana - New Orleans, Ohio - Dayton, Cleveland, and Washington - Spokane.

Job Summary:

As a Senior Customer Service Representative, you will play a crucial role in providing exceptional service to our customers, ensuring their needs are met effectively and efficiently. You will utilize various tools and techniques to assist customers, demonstrate empathy, and document interactions in a Customer Relationship Management (CRM) system.

Key Responsibilities:

• Utilize a knowledge management tool to locate processes or information needed to assist customers.
• Capture incoming phone numbers using telephony software, which will identify the incoming line.
• Provide accurate information or take appropriate actions based on customer responses.
• Utilize the CRM tool to document calls, including:
  • Repeating back what you have heard to confirm understanding.
  • Documenting required case notes (who, what, when, why, where, and how).
• Triage the level of solution necessary to address the customer's needs.
• Protect customer privacy and release information only to authorized personnel after verifying customer identity and need-to-know basis.
• Collect necessary information if escalation is appropriate.
• Provide tele-interpreter services for callers requiring assistance in another language.
• Utilize pre-approved content located in the Knowledge Management (KM) tool, including future communication channel implementations.
• Conduct service recovery or caller de-escalation as necessary.
• Collect, document, and review information to verify customer identity.
• Follow call closing procedures to end calls professionally.
• Handle escalated calls, assist in nesting new hires, process time-sensitive high-priority cases, and engage in software testing as needed.
• Perform other operational activities as identified.

Qualifications:

• Minimum of three (3) years of experience as a contact center agent or in a higher-level customer service role.
• MUST have experience in a healthcare call/contact center environment.
• The ability to obtain and maintain a Public Trust clearance is required.
• Strong communication and interpersonal skills.
• Demonstrated ability to handle difficult situations with empathy and professionalism.
• Proficiency in using CRM systems and knowledge management tools.
• Experience with telephony software is a plus.

Physical and Mental Qualifications:

• Be able to maintain awareness during scheduled working hours.
• Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
• Able to lift up to 15 pounds.
• Excellent verbal and written communication; good command of the English language
• Execute tasks independently and work as a team.
• Learns and memories routine tasks.
• Strong organizational, grammar, business correspondence, and self-management skills
• Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.
• DVS retains the right to change or assign other duties to this position.

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.