Customer Service Representative NMC

Iron Mountain Solutions; United States; Remote; USD 35,000 - 52,000; Full time

Job summary

Iron Mountain Solutions is seeking a remote Contact Center Specialist to support US Coast Guard credentialing processes. The role requires handling calls, emails, and chats with professionalism and accuracy, ensuring callers feel heard and supported.

The ideal candidate possesses excellent written and verbal communication, the ability to work independently, and a willingness to obtain a Public Trust Clearance. Relocation is not required and the position is fully remote.

Qualifications

• Diploma (no experience required)
• High school diploma (or equivalent) and 6 years of relevant experience
• Must be able to obtain a Public Trust Clearance
• Exceptional written and verbal communications skills

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.

Skills

Customer service

Written communication

Verbal communication

Active listening

Education

Diploma or High School diploma with experience

Tools

CRM software

Databases

Call center scripts

Job description

Remote

Schedule: Full Time; fully remote

Relocation: N/A

Note: This position requires Public Trust Clearance.

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:

• Diploma (no experience required), or
• 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