Senior Call Center Representative

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KSA Integration

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Management Consulting • Leadership Development • Training and Education • Strategic Solutions • Business Integration

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Description

• Position is Contingent Upon Contract Award • KSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: (1) data analytics, (2) comprehensive veterans support, and (3) business process improvement. • The Senior Customer Service Agent will be responsible for handling escalated calls from Tier 1 Customer Service Agents in a remote work environment, nesting new hires, processing time-sensitive high-priority cases, and software testing in support of the Department of Veterans Affairs. • The ideal candidate will have a strong customer service background, basic computer skills, and the ability to work in a fast-paced environment.

Requirements

• Minimum of 3 years of contact center agent or higher experience • High school diploma or equivalent • Customer service experience required, call center experience preferred • Basic computer skills, including proficiency with Microsoft Windows, Outlook, and Word • Ability to type 30-40 words per minute with correct spelling and grammar • Excellent communication and interpersonal skills • Ability to work in a fast-paced environment • Knowledge of Customer Relationship Management (CRM) tools is a plus • Candidate must have high-speed internet that maintains a 25 Mbps download speed and a 5 Mbps upload speed. • Must pass a NACI Tier 1 background investigation • Experience with service recovery processes is a plus

Benefits

• Medical, Dental, Vision (82% of employee’s premium paid by company, 25% towards dependents) • HSA / FSA Medical Plans • PTO • Flexible Work Environment and Encourage Work/Life Balance • 401K with Company Match • Observes all federal holidays • Professional Development/Tuition Reimbursement Program • Annual Career Development Process