Customer Service Representative (CSRI)Portsmouth, NH
2nd Shift 4:00pm - 12:30am
FCi Federal delivers essential operations management and professional services to federal Government agencies. We apply proven processes and an innovative approach to performance, supporting the consistent delivery of the highest quality experience to the agencies we support and to the people who count on critical Government services.FCi Federal has an opportunity for a Customer Service Representative to join our team on our Federal Government contract in Portsmouth, NH.
The Telephone Inquiry Representative, serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database
Essential duties and responsibilities for the position include the following:
•Determines requirements by working with customers.
•Answers inquiries by clarifying desired information; researching, locating, and providing information.
•Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
•Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
•Maintains call center database by entering or updating information.
•Keeps equipment operational by following established procedures; reporting malfunctions.
•Updates job knowledge by participating in educational opportunities.
•Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Telephone Inquiry Representative Basic Skills and Qualifications:
•Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Strong Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking
•Must be able to obtain and maintain a Moderate Threat Public Trust (MRPT) suitability determination
•Must successfully complete a comprehensive 7-year criminal and credit history background check
•Must successfully complete a drug screening
•Must successfully complete a computer-based assessment on typing skills with a score of 90% accuracy and 30 WPM
•Must successfully complete a computer-based assessment on basic computer skills with a score of 70%
•Must successfully complete a computer-based assessment on Telephone Inquiry with a score of 65%
Minimum Experience, Education and Licensure:
•Must be 18 years of age or older
•High school diploma or equivalent
Minimum Knowledge, Skills and Abilities:
•Strong command of the English language both verbally and written
•Strong administrative and organizational skills
•Basic Computer Skills
•Excellent interpersonal and communication skills
•Demonstrate a professional work ethic
•Ability to work independently and as a member of the team
•Analytical skills and attention to detail to successfully analyze and evaluate trend