Customer Service Representative - ICE SEVP in Virginia at INSIGHT TECHNOLOGY SOLUTIONS LLC

Insight Technology Solutions, Inc. is currently seeking quality professionals to provide Contact Center Services for a program in support of an agency within the Department of Homeland Security (DHS) in Vienna, VA. We are looking for candidates with previous experience in providing end-user phone support in a high call volume environment with a proven ability to deliver comprehensive customer service and updates regarding sensitive information.

Below is a list of additional responsibilities, as well as the basic requirements for qualified candidates:

Key Responsibilities:

• Respond to customer inquiries promptly and professionally, via telephone, email and/or chat.
• Assist in resolving reported problems, tracking the request from initial contact to completion of service or escalating calls and/or emails to the next level as required.
• Perform ad hoc analysis and standard reporting requests with data gathered from different sources.
• Manage and update stakeholder profiles in SIMA and databases accurately.
• Meet or exceed established performance metrics, including call handling time, productivity, quality assurance, and customer satisfaction ratings.
• Resolve problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems to management.
• Provide accurate, valid, and complete information by using multiple databases, tools, and resources at the same time.
• Additional responsibilities as assigned.

Basic Qualifications:

• Ability to operate in a high-volume metrics driven contact center environment.
• Ability to be flexible with work schedule to support the contact center’s needs during operating hours.
• Ability to listen actively to sensitive information.
• Ability to multitask and research information on multiple databases concurrently.
• Ability to concurrently enter data and talk to callers.
• Ability to conceptualize scenarios and communicate it effectively to stakeholders.
• Ability to work independently.
• Ability to efficiently interpret research and analyze information from various sources.
• Ability to communicate effectively both orally (in groups and one-on-one) and in writing (as position occupied dictates).
• Ability to utilize telephony systems, CRM, Microsoft Dynamics and other ticket tracker systems, and Microsoft Office Suite.

**Candidates must have clean financial and legal records in order to pass a minimal background investigation by the Department of Homeland Security.**