Morning Government Call Center Agent

Koniag Services, Inc.; Nashville (TN); Hybrid; USD 32,000 - 48,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Services Inc. is seeking a dedicated Call Center Operator for mornings in Nashville, TN. This role supports government clients and requires clear communication, empathy, and the ability to thrive in a fast-paced call center.

The successful candidate will handle calls, emails, chats, and tickets, document interactions, follow SOPs, and maintain SLA adherence while upholding security requirements. This is not an IT call center.

Qualifications

• High school diploma or GED required; Associate's or Bachelor's degree preferred.
• 1+ years of experience in a call center, help desk, customer service, or technical support role preferred.

Responsibilities

• Provide frontline support via phone, email, chat, and ticketing systems.
• Document issues, requests, and resolutions in ITSM per procedures.
• Follow call handling scripts, knowledge base articles, and SOPs.
• Accurately categorize, prioritize, and route calls; ensure data quality.
• Maintain SLA adherence for response and resolution times.
• Communicate status updates and follow up on escalated tickets.
• Participate in training and knowledge sharing sessions.
• Adhere to federal regulations and security policies in every interaction.
• Maintain professionalism, empathy, and clarity with end users.
• Meet or exceed individual performance targets for calls, tickets, and CSAT.

Skills

English communication

Customer service

Documentation in ITSM

Call handling procedures

MS Office Suite

Team collaboration

Time management

Security clearance

Education

High school diploma or GED

Associate's or Bachelor's degree in IT/Business

Tools

ITSM ticketing system

Microsoft Teams

Office Suite

Job description

Koniag Services Inc. is seeking a dedicated Call Center Operator for mornings in Nashville, TN. This role supports government clients and requires clear communication, empathy, and the ability to thrive in a fast-paced call center.

The successful candidate will handle calls, emails, chats, and tickets, document interactions, follow SOPs, and maintain SLA adherence while upholding security requirements. This is not an IT call center.