Inbound Telephone Customer Service Representative

Chickasaw Nation Industries, Inc.; Oklahoma City (OK); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

STD/LTD/AD&D

Employee Assistance Program (EAP)

Paid Time Off (PTO)

Training and Development Opportunities

Job summary

Chickasaw Nation Industries, Inc. in Oklahoma City seeks an Inbound Telephone Customer Service Representative to assist FAA-related inquiries about applications, software, hardware, and network operations.

The role is 100% onsite and requires the ability to obtain FAA Public Trust clearance. You will handle routine calls and emails under supervision, log events in the ITSM tool, follow procedures, and escalate complex issues to second-level support while providing reliable customer service in a

Qualifications

• High school diploma and at least one year of related experience.
• Experience in a call center/help desk environment.
• HDI Certification is highly preferred.

Responsibilities

• Resolves routine computer operating problems under supervision.
• Assists customers with inquiries via phone and email.
• Monitors systems and documents actions in the ITSM tool.
• Escalates complex issues to second-level support.

Skills

Call center experience

Customer service

Education

High school diploma

FAA Public Trust Clearance or ability to obtain

HDI Certification

Job description

Chickasaw Nation Industries, Inc. serves as a holding company with multiple subsidiaries engaged in several lines of business (Technology, Infrastructure & Engineering, Health, Manufacturing, Public Safety, Consulting, and Transportation) for the federal government and commercial enterprises. A portion of our profits is used to support Chickasaw citizens. We are proud to support the economic development and long-term viability of the Chickasaw Nation and its people. CNI offers premium benefits eligible on the first day of hire to full time employees; (Medical - Dental - Vision), Company Life Insurance, Short-Term and Long-Term disability insurance, 401k Immediate Vesting, Professional Development Assistance, personal time off, and observance of Federal Holidays.

Summary

The Inbound Telephone Customer Service Representative supports activities for the Federal Aviation Administration (FAA) and provides customer assistance related to routine inquiries / problems concerning applications, software, hardware, and network operations. The Inbound Telephone Customer Service Representative works under close supervision and is provided detailed written or verbal guidance before and during assignments. This position is required to be 100% onsite in the OKC area.

Must be able to obtain a FAA Public Trust Clearance for access to facilities, equipment and property.

As a federal contractor, CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act.

Essential Requirements

• Must be able to obtain a FAA Public Trust Clearance for access to facilities, equipment and property.
• One (1) year of previous call center/help desk experience.
• Call Center Analyst or Customer Service Representative HDI Certification is highly preferred,

Key Duties And Responsibilities

• Under direct supervision, resolves common computer operating problems. Provides customer assistance with routine inquires in relation to problems associated with applications, software, hardware, and network operations issues.
• Responds to requests for support via phone calls and emails promptly and professionally.
• Monitors computer systems and operations, as needed.
• Logs all events, and documents findings / actions / problem resolutions in the Customer Service Center Support (CSCS) Information Technology Service Management (ITSM) software tool.
• Follows and makes use of standard procedure documentation.
• Resolves fewer complex events immediately and escalates more complex events to second level support.
• Operates and monitors computer equipment.
• Uses established procedures to perform routine tasks to maintain required performance standards of computer equipment and its peripherals.
• Observes peripheral equipment and error messages displayed on the monitor of the terminal to identify faulty output or machine stoppage.
• May be required to telework and must have home high speed internet access and an area to receive calls that is free from background noise.
• Plans daily activities within the guidelines of company policy, and supervisor's instruction in such a way as to maximize personal output.
• Hours of operation 6am-6pm M-F, this position will be the on the 9:30 am - 6PM shift.

Education And Experience

High school diploma and a minimum of one (1) year related experience.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.

CNI Offers a Comprehensive Benefits Package That Includes

• Medical
• Dental
• Vision
• 401(k)
• STD/LTD/AD&D
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Training and Development Opportunities