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TSA Call Center Representative

S

Systems Integration, Inc.

TSA Call Center Representative

Albuquerque, NM
Full Time
Paid
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  • Responsibilities

    Job Description

    OVERVIEW:

    Systems Integration, Inc., is looking for Customer Service Representatives to work in our Call Center supporting the Transportation Security Administration (TSA) in Albuquerque, NM.

    We are seeking exceptional customer service talent and candidates with a proven track record for success!

    In this exciting fast-paced position, you will be responsible for providing remarkable service and assistance, on behalf of the TSA.

    WHAT WE OFFER:

    SII is an equal opportunity employer, compensation rate of $14 per hour, along with a comprehensive benefits package, including 10 paid holidays per year; paid vacation; medical and dental coverage for employees and their dependents; disability insurance; life insurance; and a matching 401(k) plan.

    DUTIES AND RESPONSIBILITIES

    • Representing the TSA and providing detailed information to prepare the public for checkpoint screening.
    • Manage large amounts of inbound calls in a timely manner.
    • Respond to telephone calls and emails using scripts and information available on tsa.gov and other Federal websites.
    • Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
    • Track and monitor inquiries in the CRM paying very close attention to details.
    • Provide accurate and complete responses while meeting or exceeding service expectations.
    • Build sustainable relationships and engage customers by taking the extra mile.
    • Keep records of all conversations in our call center database in a comprehensible way.
    • Meet personal/team qualitative and quantitative targets.

    REQUIREMENTS

    • High School Diploma or equivalent required.
    • Previous experience in a customer support role.
    • Exceptional customer service, active listening, verbal and written communication skills, professional phone voice.
    • Understanding of company products, services, and policies.
    • Proficiency with computers, especially with CRM software, and strong typing skills.
    • Ability to ask prying questions and diffuse tense situations.
    • Strong time management and decision-making skills.
    • Customer focus and adaptability to different personality types.

    JOB POSTED BY APPLICANTPRO