Customer Service Representative

ATS

Job ID 24100053

Arlluk Technology Solutions, a Koniag Government Services Company, is seeking an experienced and a dedicated Customer Service Representative (CSR) to support our government client in Chantilly, VA.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Customer Service Representatives (CSRs) are responsible for answering inquiries in English received through multiple communication channels. CSRs must complete initial training prior to responding to any inquiries on any channel. CSRs must be proficient in using automated tools, searching and retrieving information, and knowledge of contact management systems. The customer may decide that CSRs are required to handle Personal Identifiable Information (PII) in the future.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Identify the information needs of customers
• Provide information that meets the needs of customers and answers their questions in accordance with quality standards and business rules
• Collect data on each interaction using the provided CRM solution and other identified Contact Center (CC) technology
• Speak and write using plain language
• Speak in a friendly conversational manner (not scripted) while maintaining a professional tone
• Use the provided Customer Relationship Management solution and other identified CC technology to help answer questions on all channels, including use of standard templates while still delivering personalized information to each customer
• Perform internet searches of government websites and other web content to locate specific answers to customer questions
• Control the pace and flow of the inquiry or request and manage call time effectively
  
  
  

Education, Work Experience, Knowledge, Skills & Abilities:

• High school diploma or General Educational Development (GED) Certificate
• Customer service experience and ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
• General knowledge of government programs.
• Language proficiency equivalent to meeting an Interagency Language Roundtable (ILR) Level-5 or S-5 requirement. An Individual at the level:
• Has a speaking and writing proficiency equivalent to that of an educated native speaker or writer.
• Has complete fluency in the language, such as speech on all levels is fully accepted by educated native speakers in all of its features, including breadth of vocabulary and idiom, colloquialism, and pertinent cultural preferences.

• Demonstrate skills and knowledge to perform the following functions:
• Ability to listen to and empathize with customers and acknowledge their concerns.
• Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.
• Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively.
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
• Ability to receive inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers and route them to the appropriate CSR or queue for response.
• Ability to receive coaching and performance feedback from supervisor(s).
• Ability to communicate effectively in writing, including the use of correct grammar when responding to chat and email.
  

Working Environment & Conditions

This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352