Remote Sr. Call Center Representative

TechOp Solutions International; Norfolk (VA); Remote; USD 40,000 - 50,000; Full time

Job summary

A leading IT services provider is seeking a Senior Customer Service Representative to support escalation queues in a federal contact center. This remote role requires exceptional customer service skills, with responsibilities including training new agents and managing disruptive calls. Candidates must have at least 3 years of contact center experience and a reliable internet connection. Apply to be part of a dynamic team in the Hampton Roads area.

Qualifications

• Must be able to obtain and maintain government agency suitability requirements.
• 3 years of contact center experience required.
• Reliable, hard-wired internet connection compulsory.

Responsibilities

• Provide direct customer service for escalated calls.
• Support new agent training and coaching.
• Coordinate performance with contact center supervisors.

Skills

Customer service experience

Verbal communication skills

Written communication skills

Ability to use telephony tools

Education

HS diploma or equivalent

Tools

Contact center tools

Job description

Overview

TechOp Solutions is seeking Senior Customer Service Representatives (CSRs) who can provide masterful guidance in a federal contact center environment. Senior agents will have exceptional customer service skills, including experience deescalating calls, managing takeover calls, and handling disruptive customers. They will also provide coaching support for new agents and expert feedback for contact center tools. Remote position, but candidate must reside in the Hampton Roads area.

Responsibilities

• Provide direct customer service, supporting escalation queues and takeovers from frustrated or disruptive callers
• Serve as expert user for contact center tools and software testing
• Support new agent training, including coaching and nesting of new personnel
• Coordinate with contact center supervisors on overall performance
• Participate in quality assurance in support of contact center supervisors
• Other duties, as assigned

Qualifications

• HS diploma (or equivalent) is required
• Customer service experience
• Ability to use telephony tools and applications
• Good verbal and written communication skills
• Basic computer skills
• Must be able to obtain and maintain government agency suitability requirements as a condition of employment
• A reliable, hard-wired internet connection is required
• 3 years of contact center experience (agent or higher)

Employment details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Administrative
• Industries: IT Services and IT Consulting