Remote Maritime Credentialing Support Specialist

IronMountain Solutions, Inc.; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

Iron Mountain Solutions, Inc. seeks a Customer Service Representative to support the U.S. Coast Guard National Maritime Center Contact Center.

The role involves telephone, email and chat assistance for merchant mariners, the public, and other stakeholders, with emphasis on accurate information and professional communication. You will develop knowledge of the Merchant Mariner credentialing process and collaborate with a team to meet call center metrics while delivering consistent, high-quality

Qualifications

• High school diploma (or equivalent) with at least 6 years of relevant experience.
• Ability to obtain Public Trust Clearance.
• Excellent written and verbal communication skills.
• Experience in a call center or customer service role.

Responsibilities

• Answering or making calls to learn about and address client needs, complaints, or issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring clients feel supported.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients as needed.
• Building lasting relationships with clients and call center teammates based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and meeting call center metrics while providing excellent, consistent customer service.

Skills

Customer service

Active listening

Communication

Education

High school diploma or equivalent

Tools

CRM software

Call center tools

Job description

Iron Mountain Solutions, Inc. seeks a Customer Service Representative to support the U.S. Coast Guard National Maritime Center Contact Center.

The role involves telephone, email and chat assistance for merchant mariners, the public, and other stakeholders, with emphasis on accurate information and professional communication. You will develop knowledge of the Merchant Mariner credentialing process and collaborate with a team to meet call center metrics while delivering consistent, high-quality