Customer Service Representative III

Strategic Data Systems; Norfolk (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

A defense support services company is seeking a Customer Service Representative III to provide assistance to Navy Sailors and their families at Naval Station Norfolk. This on-site role requires a DOD Secret Security Clearance and skills in CRM systems. The ideal candidate will have experience in customer service, effective communication skills, and the ability to thrive in a fast-paced environment. Opportunities for growth are available within the organization.

Qualifications

• Four years of experience or three years with an Associate's degree.
• Proven experience in customer service.
• Ability to troubleshoot printer functions.

Responsibilities

• Investigate and resolve customer inquiries across various channels.
• Enter information accurately into systems and web forms.
• Provide support on military programs and applications.

Skills

CRM systems

Customer service skills

Effective communication

Multi-tasking

Typing speed of at least 30 WPM

Education

Associate's degree or Military background

Job description

Overview

Customer Service Representative III at Strategic Data Systems — Naval Station Norfolk, VA 23511. On-site position with 24/7/365 flexibility. Eligible for a Secret clearance is required to join our team serving Navy Sailors and their families.

As a Customer Service Representative, you will be the first step in a multi-tiered support structure for Military Sailors and their families.

Responsibilities

• Act as the first step in a multi-tiered support to Military Sailors and their families.
• Investigate and resolve customer inquiries via phone, e-fax, email, chat, and other communications channels.
• Utilize various essential software applications including internal and external websites, telephone systems, CRM applications, and other resources.
• Enter applicable supporting information into systems and web forms on an application via computer and ensure all transactions are conducted accurately.
• Receive training on a variety of relevant military programs and applications to provide the needed support to customers throughout the Continental US and abroad.
• Work towards opportunities for growth; many agents have been hand selected for Shift Supervisors and/or assigned to Specified Teams within the call center based on skill levels.

Requirements

• DOD Secret Security Clearance Eligible
• Four (4) years’ experience, or three (3) years with an Associate's degree, or Military background a plus
• Experience in customer service and responding to requests for information
• Contact center experience preferred
• Knowledge of current CRM systems
• Ability to quickly gain rapport with customers, identify concerns, and leverage documentation and CRM systems to address requests
• Knowledge of printer functions, connectivity, and basic printer/scanning troubleshooting
• Proficient in both oral and written communication to explain complex actions related to service requests
• Ability to multi-task, prioritize, and manage time effectively
• Ability to work in a fast-paced environment with flexibility to work nights and weekends
• Typing speed of at least 30 WPM
• Proven experience as a data entry clerk or similar position

Video note (informational): Here is a short video of My Navy Career Center: https://www.youtube.com/watch?v=n86B5UY7H4o