Customer Service Representative

HighPoint; Tysons (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

HighPoint Digital is seeking a Customer Service Representative in Tysons, Virginia. This role delivers exceptional customer service while managing sensitive information in a busy call center environment.

The ideal candidate will have strong interpersonal skills and experience in call center operations. A Bachelor's degree is preferred but not mandatory, with a minimum of three years of relevant experience required.

Flexible scheduling and Public Trust clearance are necessary for this position. HighPoint is an equal opportunity employer.

Qualifications

• Bachelor's degree preferred, High School diploma required.
• Minimum three years of experience in a Call Center environment.
• Public Trust required, ideally candidates should already possess it.

Responsibilities

• Receive and answer up to 40-60 phone calls per day.
• Engage in multiple email, social media, and chat messages simultaneously.
• Resolve a wide variety of multifaceted stakeholder issues.

Skills

Ability to operate in a high-volume metrics driven call center environment

Ability to communicate effectively both orally and in writing

Ability to enter data and talk to stakeholders simultaneously

Ability to analyze multifaceted issues relating to SEVIS

Ability to utilize telephony systems, CRM, and Microsoft Office

Education

Bachelor's degree (preferred)

High School diploma with relevant experience

Tools

Microsoft Dynamics

CRM

Job description

Customer Service Representative

HighPoint Digital's professionals focus exclusively on helping government agencies and companies implement their most critically strategic initiatives. The role of Customer Service Representative contributes to HighPoint by delivering exceptional customer service and handling sensitive information within a high-volume call center environment.

Knowledge and Skills Requirements

• Ability to operate in a high-volume metrics driven call center environment
• Ability to be flexible with work schedule to support the Call Center's needs during operating hours
• Ability to multitask and research information on multiple databases at the same time
• Ability to enter data and talk to stakeholders at the same time
• Ability to conceptualize scenarios and communicate it effectively to stakeholders
• Ability to work independently and demonstrate ability to efficiently interpret research and analyze information from various sources
• Ability to communicate effectively both orally (in groups and one-on-one) and in writing (as position occupied dictates)
• Ability to listen actively to sensitive information
• Ability to successfully navigate national web-based tracking systems relating to Student and Exchange Visitor Information System (SEVIS) and Fee Payment
• Ability to analyze multifaceted issues relating to the Student and Exchange Visitor Information System (SEVIS)
• Ability to provide support to international stakeholders and academic institutions
• Ability to utilize telephony systems, CRM, Microsoft Dynamics and other ticket tracker systems, and Microsoft Office Suite

Job Responsibilities

• Receive and answer up to 40-60 phone calls per day.
• Engage in multiple email, social media, and chat messages in a corporate professional setting simultaneously.
• Update stakeholder profiles within databases.
• Resolve a wide variety of multifaceted stakeholder issues.
• Work in an environment with flexible schedules.
• Work on multiple projects simultaneously in a Call Center/Help Desk environment.
• Deal with a variety of people from varying professional/administrative backgrounds.

Education and Years of Experience Requirements

• Bachelor's degree highly preferred, but not required.
• High School diploma and specialized experience performing duties in support of a multi-tier/level Call Center are required.
• Minimum of three (3) years of specialized experience to include answering and responding to inbound calls or similar complexity.
• HDI Certification is highly preferred but not required.
• Public Trust is required. Ideally the candidate has that already; HighPoint will initiate that on your behalf if you do not have it.

HighPoint Digital, Inc. is an equal opportunity employer.