Customer Service Representative NMC

IronMountain Solutions, Inc.; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

Iron Mountain Solutions, Inc. seeks a Customer Service Representative to support the U.S. Coast Guard National Maritime Center Contact Center.

The role involves telephone, email and chat assistance for merchant mariners, the public, and other stakeholders, with emphasis on accurate information and professional communication. You will develop knowledge of the Merchant Mariner credentialing process and collaborate with a team to meet call center metrics while delivering consistent, high-quality

Qualifications

• High school diploma (or equivalent) with at least 6 years of relevant experience.
• Ability to obtain Public Trust Clearance.
• Excellent written and verbal communication skills.
• Experience in a call center or customer service role.

Responsibilities

• Answering or making calls to learn about and address client needs, complaints, or issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring clients feel supported.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients as needed.
• Building lasting relationships with clients and call center teammates based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and meeting call center metrics while providing excellent, consistent customer service.

Skills

Customer service

Active listening

Communication

Education

High school diploma or equivalent

Tools

CRM software

Call center tools

Job description

50% off password manager — secure remote work

Customer Service Representative - USCG NMC

Work Location: Martinsburg, WV

Schedule: Full Time;fully remote

Relocation: N/A

Note:This position requiresPublic TrustClearance.

Iron Mountain Solutions currently supports a contract providing call center support for the U.S. Coast Guard (USCG) National Maritime Center’s (NMC) Contact Center (CC). The Contact Center Specialist provides direct telephone, email, and chat-based support to members of the Merchant Mariner community, members of the public, and other concerned parties, on the Merchant Mariner credentialing process as administered by the United States Coast Guard National Maritime Center. The position requires the candidate to quickly develop an understanding of the laws, regulations, policies, and processes involved in the Merchant Mariner credentialing process, and relies on the candidate’s strong customer service and communication skills, both orally and in writing.

Job Responsibilities:

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

• Building lasting relationships with clients and other call center team members based on trust and reliability.

• Utilizing software, databases, scripts, and tools appropriately.

• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

Education and Experience Requirements:

• High school diploma (or equivalent) and 6 years of relevant experience

• Must be able to obtain a Public Trust Clearance

• Must have exceptional written and verbal communications skills

Iron Mountain Solutions is an Equal Opportunity Employer

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·