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Customer Service Representative - Remote

Job ID
R1852
Job Location
Category
Full-Time/Part-Time
Full-Time

More information about this job:


Overview:

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

SUMMARY

The Customer Service Representative (CSR) supports the Federal Emergency Management Agency (FEMA). This position provides unbiased assistance to answer customer questions, assistance with problem resolution and documenting all provider encounters in clear and concise logs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following. Other duties may be assigned.

Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.

Assists callers with questions and concerns related to the recent disaster, responds to customer inquiries with active listening using a script as a guide.

Utilizes standard technology such as computers, telephone, email and web browsers to complete work tasks.

Refers escalated calls as needed to supervisor.

Records all results from contacts in call center database.

Responsible for aiding in own self-development by being available and receptive to all training made available by the company.

Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.

EDUCATION/EXPERIENCE

High school diploma or general education degree (GED) and a minimum of six (6) months’ relevant experience and/or training, or equivalent combination of education/experience.

CERTIFICATES, LICENSES, REGRISTRATION

Ability to obtain a Department of Homeland Security public trust clearance.

Must be a U.S. Citizen with a clean background.

JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES

Computer savvy.

Competency using MS Windows.

High speed internet connection (>15mbps). A hardwired direct connection to your home router is recommended.

A private work area and adequate power source.

Outstanding customer service and relationship-building skills with ability to anticipate and meet customer needs.

Skilled in facilitating teamwork and coordinating efforts for the successful achievement of goals.

Exceptional organization, problem-solving and critical thinking skills.

Excellent verbal and written communication skills.

Excellent listening and problem resolution skills.

Ability to effectively interact with a large, diverse customer population.

Ability to manage multiple tasks simultaneously.

Ability to make sound, well-informed and objective decisions; perceives the impact and implications of decisions.

Ability to organize work and set priorities.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. May occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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