In-Bound Call Center Representative

IronMountain Solutions; Tysons (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

A prominent IT service provider is seeking candidates for a call center position in Tysons, Virginia. The role involves providing end-user phone support for a government program, requiring strong customer service skills in a high call volume environment. Candidates should have a high school diploma and at least three years of experience in a call center. A public trust clearance is required. This position offers an opportunity to work flexibly and support international stakeholders.

Qualifications

• Minimum of three years of specialized experience in a Call Center or Help Desk environment.
• HDI Certification is highly preferred but not required.

Responsibilities

• Operate in a high-volume metrics driven call center environment.
• Be flexible with work schedule to support the Call Center’s needs.
• Multitask and research information on multiple databases.
• Enter data and communicate with stakeholders simultaneously.
• Listen actively to sensitive information.
• Provide support to international stakeholders and academic institutions.

Skills

Customer service

Active listening

Data entry

Multitasking

Communication skills

Education

High school diploma

Tools

Microsoft Office Suite

CRM systems

Microsoft Dynamics

Job description

Note: This position requires a Public Trust Clearance.

Insight Technology Solutions currently supports a contract providing call center support for the Student Exchange and Visitor Program (SEVP) within the Department of Homeland Security. We are looking for candidates with previous experience in providing end-user phone support in a high call volume environment with a proven ability to deliver comprehensive customer service and updates regarding sensitive information.

Job Responsibilities

• 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 demonstrated 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 SEVIS and Fee Payment
• Ability to analyze multifaceted issues relating to the SEVIS system
• 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

Education and Experience Requirements

• Education: High school diploma required.
• Experience: Minimum of three (3) years of specialized experience supporting a Call Center or Help Desk environment.
• Certification: HDI Certification is highly preferred but not required.

Insight Technology Solutions is an Equal Opportunity Employer