Tier One Call Center Agent

Maximus; San Antonio (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Maximus is seeking a Tier One Call Center Agent in San Antonio, TX, to handle inbound and outbound customer contact via voice, email, and chat, delivering first contact resolutions in alignment with DoD, USAF, and program standards.

The role requires on-site work and a TS/SCI clearance; you will research knowledge articles, determine escalation needs, and document interactions in ServiceNow ITSM to ensure accurate records.

Responsibilities

• Handle inbound and outbound customer contact via voice, email, and chat.
• Provide first contact resolution and ensure customer understanding.
• Research knowledge articles to assist inquiries.
• Log contact records in ServiceNow ITSM for referral and historical purposes.
• Escalate complex issues to appropriate departments in a timely manner.

Skills

Customer service

Communication

Problem solving

Time management

Teamwork

Tools

ServiceNow ITSM

Job description

Maximusis currently seeking a Tier One Call Center Agent.

Handles inbound and outbound customer contact including but not limited to voice, emails and online chat. Listens actively to determine customer needs and answers questions. Demonstrates courtesy, patience and professionalism while providing information to customers. Research knowledge articles to answer and respond to customer inquiries pertaining to provided products and services. Takes immediate action on service requests and provide first contact resolutions that are clear, meets the customer’s needs, and confirms the customer's understanding of the solution in accordance with DoD, USAF, and Program standards and guidelines. Identifies concerns and routes to the appropriate department to address escalated customer and service issues. Determines complexity of inquiry and if it should be escalated and routes inquiry in a timely manner. Creates a record of the type of contact in the government hosted ServiceNow ITSM tool for referral and historical purposes.

This is an on-site position that requires a TS/SCI clearance.