Contact Center Research Representative

SUMMARY

DUTIES AND RESPONSIBILITIES

• 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(s) based on 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 resolve or 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 jobs / duties as assigned.

MINIMUM QUALIFICATIONS

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SECURITY

Many of the positions through the Contact Center Solutions Division require a security clearance.  Thus, the candidate / employee must pass and maintain appropriate security and background checks as required for each area and / or contract.  The extent of the security and background check may vary by position.   Employment may also be contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate.