Job Information
ASM Research, An Accenture Federal Services Company Customer Service Representative in San Antonio, Texas
Responsible for basic inbound call, outbound call, email, and web chat services, as well as back-office services. Performs services focused on customer satisfaction and adherence to established Service Level Agreements (SLAs). Completes daily routine tasks and responsibilities to support the Customer Service department or programs.
Job Responsibilities
Supports customer to submit and process PTIN applications or creates and submits on behalf of customer.
Supports inbound calling, outbound calling, web chat and paper mail applications/inquiries.
Assistscustomers with processing, identifying, and resolving processing issues.
Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. All cases shall be logged into a web-based agent desktop application.
Completes accurateaccount research for customer to confirm status of requests and applications.
Support Services shall be executed in compliance with processing and program knowledge bases published by client.
May be asked to assist Systems Operations team with testing of ServiceNow enhancements to improve user experience.
Occasional telework may be authorized. CSS must adhere to all company and client requirements according to the Telework Agreement.
Minimum Qualifications
High School Diploma or GED
0-2 years of Call center experience; 0-2 years of customer service or public relations experience.
Other Job Specific Skills
Ability to successfully adapt and perform during times of high call volume.
Ability to provide effective customer service and deal tactfully and courteously with the public.
Strong written and verbal communication skills.
Strong listening ability to interpret and clarify information being provided by customers.
Strong commitment to providing quality service.
Ability to foster a good working relationship and rapport with customers and peers.
Keen attention to detail and accuracy.
Ability to work well under pressure.
Unwavering dedication to customer satisfaction and resolving customer concerns.
Ability to convey enthusiasm, energy, and sincerity over the phone.
CSSmust be able to commute to and work onsite at a facility in San Antonio, TX.
U.S. Citizenship Required: Yes
Physical Demands
Light office duties which may include sitting for prolonged periods of time, viewing digital screens for prolonged periods of time, lifting up to 10 pounds, use of a desk and computer equipment, typing on a keyboard, writing with a pen, pencil, or stylus, etc.