Job Description

FULL JOB DESCRIPTION

IN ORDER TO BE CONSIDERED FOR THIS POSITION, YOU MUST BE FEDERALLY FINGERPRINTED AND NACI CLEARANCE. IF YOU DO NOT HAVE NACI CLEARANCE, YOU WILL BE TURNED AWAY.

We are looking to hire several customer-oriented service representatives for a government assistance program. A customer service representative, or CSR, will act as a liaison, provide government assistance information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative.

IN ORDER TO BE CONSIDERED FOR THIS POSITION, YOU MUST BE FEDERALLY FINGERPRINTED AND NACI CLEARANCE. IF YOU DO NOT HAVE NACI CLEARANCE, YOU WILL BE TURNED AWAY.

The National Agency Check with Inquiries (NACI) is a background investigation primarily for federal employees who will not have access to classified information. This investigation is appropriate for positions designated as public trust positions that require responsible and trustworthy employees, but with no national security impact.

RESPONSIBILITIES

• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

SKILLS

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree

Support Services Group is a high-touch business process outsourcer focused on providing a world-class consumer experience. We are a privately held company and have been in business since 1981. We have 19 contact center locations across the United States, Canada, Latin America, Europe, and Asia; with over 4,500 global employees.

We are people-centric organization that is changing the current contact center paradigm through our unique delivery network. Our top priority is developing a strong partnership with our clients and to act as an extension of their brand in working towards strategic goals. We are always focused on the customer, and strategically align our focus to find innovative ways to enhance the customer experience.

During the last 3 years we have grown 600%. Since March of 2020, we have added approximately 400 new employees to our Waco team. Our continuous growth and people-centric work environment is the perfect place to build a lasting career!

Job Type: Full-time

Pay: $17.64 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Night shift
• Weekends

Ability to Commute/Relocate:

• Hewitt, TX 76643 (Required)  NOT REQUIRED FOR THIS CURRENT RECRUITING EFFORT, RIGHT  MELISSA??

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)
• Call center: 1 year (Preferred)

Work Remotely:

• Temporarily due to COVID-19