Morning Government Support Agent

Koniag Government Services; Nashville (TN); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Parental Leave

Life Insurance

Disability Insurance

Flexible Spending Account

Commuter Benefits

Tuition Reimbursement

Job summary

Koniag Government Services is seeking a dedicated Call Center Operator (Mornings) in Nashville, TN. The role supports government clients and requires clear communication, empathy, and adherence to procedures in a fast-paced call center environment. Shift is 4:30am–3:00pm, 4 On/4 Off, 10 hours per day, with a 30-minute meal break.

Not an IT call center. Benefits include medical, dental, vision, 401(k), PTO, parental leave, life and disability insurance, FSA, commuter benefits, and tuition

Qualifications

• High school diploma or GED required; some college coursework or degree preferred.
• 1+ years in a call center, help desk, customer service, or tech support role is preferred.

Responsibilities

• Serve as the first point of contact for government end users via phone, email, chat, or web portal, delivering professional and efficient support.
• Promptly answer calls and respond to tickets, documenting issues and resolutions per procedures.
• Follow established scripts, knowledge bases, and SOPs to provide accurate information.
• Accurately categorize, prioritize, and route calls while capturing all relevant information.
• Maintain SLA adherence for response and resolution times and ticket quality.
• Communicate clear status updates and follow up on open or escalated tickets.
• Participate in team huddles and training to stay current on systems and procedures.
• Adhere to applicable federal regulations and security policies during every interaction.
• Maintain professionalism, patience, and empathy with end users.
• Aim to meet or exceed performance targets for calls, tickets, and satisfaction.

Skills

Clear communication

Customer service

Documentation

Multi-tasking

Microsoft Office

Team collaboration

English proficiency

Education

High school diploma or GED

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

Tools

Microsoft Office Suite

Microsoft Teams

Job description

Koniag Government Services is seeking a dedicated Call Center Operator (Mornings) in Nashville, TN. The role supports government clients and requires clear communication, empathy, and adherence to procedures in a fast-paced call center environment. Shift is 4:30am–3:00pm, 4 On/4 Off, 10 hours per day, with a 30-minute meal break.

Not an IT call center. Benefits include medical, dental, vision, 401(k), PTO, parental leave, life and disability insurance, FSA, commuter benefits, and tuition