Customer Service Representative

TechOp Solutions International; Washington; On-site; USD 48,000 - 54,000; Full time

Job summary

TechOp Solutions International is hiring for a Customer Service Representative to support a federal client on-site in downtown Washington, DC. The role emphasizes accurate responses, professional communication, and helping travelers with DHS-related inquiries and enrollment questions.

Successful candidates will be energetic, patient, and tech savvy, capable of navigating contact center systems and government templates, while maintaining high service standards in a 24/7 environment.

Qualifications

• Energetic and patient communicator with strong writing skills.
• Experience navigating contact center systems and office software.
• Ability to deescalate challenging interactions with professionalism.

Responsibilities

• Provide timely and accurate responses to inquiries from travelers about DHS-related services.
• Respond to live contacts using provided responses and materials.
• Draft email responses using government templates and correct grammar.
• Enter data into the customer database with accurate categories and notes.
• Forward reportable communications to the appropriate department.
• Answer questions and make referrals, clarifying policies and procedures.
• Provide general travel assistance information and claims filing guidance.

Skills

Verbal communication

Written communication

Technical acumen

Education

Bachelor's degree

Job description

Advance your career with a Small Business supporting a federal client working on-site in downtown Washington, D.C. This is a great opportunity for growth in professional skills, communication, and customer service in a fast-paced operational environment. Compensation includes salary and competitive benefits.

Our team of talented CSR professionals provide support to a 24/7 operational information call center that is open 355 days a year to facilitate travel and effectively process enrollment inquiries.

Successful applicants will be energetic, patient, and tech savvy, able to navigate contact center systems and standard office software. We are seeking efficient, effective communicators who pride themselves on daily achievements. Candidates should be able to navigate challenging customer interactions with professionalism and empathy, effectively deescalating situations to reach positive resolutions while maintaining service standards.

Responsibilities

• Provide timely and accurate responses to inquiries from travelers around the globe regarding the applications developed and managed by DHS to aid in re-entry, visa renewal services, and other travel and immigration related topics.
• Provide and respond to live contacts in order to give the appropriate response from provided responses and materials.
• Assist in identifying multiple questions/concerns/inquiries in email and respond using Government-approved response template language.
• Input correct information into the Customer Database, including use of correct grammar and spelling, accurate selection of all appropriate contact subject categories and a maximum of 5 resolutions, and addition of any notes or comments pertinent to the contact and/or contact record.
• Provide and transfer any reportable communication to the appropriate department.
• Answer customers questions; make referrals: help clarify policies and procedures.
• Provide general travel assistance information.
• Provide information for filing claims with DHS.
• Other duties as assigned

This position requires US Citizenship.

• Must be able to meet all security eligibility requirements
• Bachelor of Arts or Science from accredited college or university required
• 2 years of customer service experience required

Additional Skills:

Ability to maneuver and use web-based applications; possess excellent verbal and vocal skills, exceptional writing skills and technical acumen.

Applicants selected will be subject to a background investigation and need to meet security eligibility requirements.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At TechOp, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. The wage range for this role, including health and welfare benefits, is approximately $47,500-$54,000.

TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.