Contact Center Rep

Systems Integration, Inc. (SII); Kansas City (MO); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading provider of contact center solutions is seeking a Customer Service Representative to support a remote Government Program Management office in Kansas City, MO. The ideal candidate will have 1-3 years of customer service experience and strong communication skills, alongside a public trust clearance. Key responsibilities include answering calls, making outbound communications, and logging interactions in Salesforce while ensuring accurate documentation. Join a dynamic team focused on enhancing customer satisfaction.

Qualifications

• Minimum of 1-3 years in customer service, call center, or help desk roles.
• Public trust clearance required.
• Experience in technical troubleshooting or collections is a plus.

Responsibilities

• Answer calls professionally and provide accurate information.
• Make outbound calls/emails for various customer service needs.
• Log all interactions in Salesforce, following documentation standards.
• Respond to emails and live chats in a timely manner.

Skills

Strong communication skills

Customer service experience

Attention to detail

Ability to research information

Education

High School diploma or equivalent

Tools

Salesforce

Job description

Location: Kansas City, MO

Customer Service Representative

Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services. SII is searching for a Customer Service Representative to support a remote Government Program Management office.

Responsibilities

• Answers calls professionally, provides accurate information and minimizes redirection.
• Makes outbound calls/emails for billing, collections, customer research, quality issues, and other mission related needs.
• Reviews outstanding accounts assigned, contacts customers/industry partners, facilitates payment arrangements, documents actions, and escalates unresolved issues.
• Logs all interactions in Salesforce VISION the same business day, following GSA documentation standards.
• Responds to emails within 24 hours; responds to live chats in real time and asynchronous messages within 24 hours.
• Provides information on GSA programs, assists with pre- and post-order issues, and guides users through GSA websites and tools.
• Helps users with account access, navigation, troubleshooting, and step-by-step guidance on GSA systems.
• Tracks case status, routes escalations, and uses knowledge management resources within VISION.

Qualifications

• Must have a public trust clearance and maintain required clearances or suitability determinations.
• Minimum 1-3 years customer service, call center or help desk experience.
• Strong communication and customer service skills.
• Ability to research information and work with SMEs for intermediate-level inquiries.
• For advanced roles: technical troubleshooting or collections experience.
• Proficiency with CRM systems, Salesforce preferred.
• Attention to detail and strong documentation accuracy.
• Ability to work in a fast-paced, metrics-driven environment.
• High School diploma or equivalent required; additional education preferred.

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.