Customer Services Representative at Enterprise Information Services, LLC in Vienna, Virginia

Job Description:

Customer Service Representative

Summary

Cognosante is a fast-growing company that provides multi-channel customer contact management solutions for clients in the US Federal Government and the commercial sector.

The Customer Service Representative provides information directly to customers via phone. The Customer Service Representative reports directly to the Customer Service Team Lead. This is an entry level position.

Must have schedule flexibility.

Must be able to pass both criminal background check and drug test if required by contract.

Positions could be temporary, full-time or part-time.

Most positions will be work from home.

Key Responsibilities:

• Taking inbound customer service calls


• Utilize scripts, standard operating procedures, and training materials to respond to inquiries in a courteous, timely and professional manner


• Provide accurate responses and documentation of inquiries and complaints from consumers


• Adhere to the Privacy Act as it relates to the confidentiality of information received


• Report problems that occur and assist with resolution


• Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics


• Overtime may be required


• Regular and Predictable Attendance Required


• Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training.

Required Qualifications:

• U.S. Citizenship required or Ability to work in the United State without restriction


• High School diploma or equivalent required


• Minimum 6 months customer service/secretarial/telemarketing experience required
  
  

Additional Skills and Qualifications:

• Ability to effectively work within established contractual turnaround times required


• Must have demonstrated excellent listening, interpersonal and leadership skills, and the ability to organize simultaneous tasks


• Proven ability to work as a team member is required


• Must receive a passing score on required training modules

Cognosante is an Equal Opportunity Employer

Minorities/Women/Disabled/Veterans/Disabled and other protected classes