Customer Service Representative

TechOp Solutions International is seeking experienced call center professionals to support a government client. The Customer Service Representative will provide professional customer service, handle and document calls, conduct research, prepare reports, and navigate multiple systems while exercising sound judgment.

Responsibilities:

• Answer and track incoming calls
• Prepare and submit accurate, detailed reports in government systems
• Engage and interview callers in a dynamic environment, applying critical-thinking skills and sound judgment beyond established scripts and decision trees
• Navigate multiple systems and applications simultaneously while accurately documenting and maintaining information
• Accurately record all details in accordance with procedures
• Conduct database and open-source research
• Route and escalate calls appropriately
• Other duties, as assigned

Requirements:

• • 3 +years experience in a call center
• • High school diploma or equivalent is required
• • Proven ability to multitask simultaneously communicating and inputting data
• • Strong written and verbal communication skills
• • Work independently, manage assigned responsibilities, and make informed decisions with minimal supervision
• • Proficiency in Microsoft 365, with particular emphasis on Microsoft Word, including drafting, formatting, editing, reviewing, and finalizing professional reports
• • Proficiency with telephony systems, CRMs, and Microsoft Office Suite
• • Experience in handling sensitive information
• • Ability to pass a government security background check