Inbound Call Center Specialist – Customer Care

Creative Solutions Services, LLC; Vienna (VA); On-site; USD 32,000 - 46,000; Full time

Job summary

ITCON Services in the United States is seeking seasoned Customer Service Representatives for a federal contract. You will be the first point of contact, handling inbound calls with a focus on accuracy, empathy, and problem solving, while using CRM and knowledge management tools to resolve inquiries.

Successful candidates will demonstrate clear communication, the ability to navigate multiple systems, and a commitment to privacy and professionalism in every customer interaction, with opportunities

Qualifications

• Minimum 2 years in a call center or customer service role.
• High School Diploma or GED required.
• English proficiency; Spanish or other languages a plus.
• Strong verbal communication and empathy.
• Experience with CRM or Knowledge Management tools.
• Ability to follow scripts while adapting to needs.
• Discretion with sensitive information.
• Comfort with multiple applications and data entry.
• Calm and professional under pressure.

Responsibilities

• Handle a high volume of inbound calls in a fast-paced center.
• Resolve inquiries using CRM and KM tools.
• Build trust through professional, empathetic communication.
• Use active listening to clarify needs and ensure resolution.
• Follow scripts and procedures while personalizing support.
• Document interactions in CRM with key details.
• Assist with privacy and security of information.
• Provide tele-interpretation or warm transfers when needed.
• Support service recovery and de-escalation efforts.
• Stay updated on products, policies, and KM tools.
• Support leadership-driven operational initiatives.

Skills

Excellent communication

Active listening

Empathy

Problem-solving

Attention to detail

Teamwork

Adaptability

English proficiency

Spanish a plus

Education

High School Diploma or GED

Tools

CRM systems

Salesforce

Job description

ITCON Services in the United States is seeking seasoned Customer Service Representatives for a federal contract. You will be the first point of contact, handling inbound calls with a focus on accuracy, empathy, and problem solving, while using CRM and knowledge management tools to resolve inquiries.

Successful candidates will demonstrate clear communication, the ability to navigate multiple systems, and a commitment to privacy and professionalism in every customer interaction, with opportunities