Customer Service Representative Lead - Durham, NC, USA
1 day ago
Job description
Tuknik Government Services, a Koniag Government Services company, is seeking a Customer Service Representative to support TGS and government customer at Durham, NC.
This position requires the candidate to be able to obtain a Public Trust.We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problems. Will be on the phones 7-8 hours a day.
All employees are considered mission critical and are expected to report even during inclement weather conditions.
Hours:
Main
Hours:
Mon-Fri 5:00am-1:30pm (Opening of the Call Center) Need someone with great attendance
Assist working:
After 1:30pm when needed
Rotate working on some holidays
Location:
North Carolina
Job Responsibilities listed below:
The person selected will be able to do the following:
Responds to ASC and Severity 1 emails in a timely manner
Dial into Tiger Calls and provide status report to CC Manager
Assist with the monthly SIR report
Ensure SLA is met with Virtuals/Portal Requests
Ensure SLA's documented in the SOW are being met
Ensure new metrics given by the customer is met with your assigned agents
Assist with DMF Report
Assist with the daily Staffing report
Assist with the new hire training schedule and providing ACD training codes
Greet new hires on their first day- Assist to get their badge – Onboarding tasks
Assist with Retrieve equipment from agent when resigned/termed
HW AM Dispatch Report
Updating Hardware document to make current
Responsible for Portal schedules
Ensure policies and guidelines are being followed by the team
Coaching, Mentoring and Meeting with CSR's
Be able to effectively interact with all team members in both locations
Manage Schedules in SharePoint
Assist with ticket management
Coordinate callback efforts
Assist with phone calls, especially in the mornings
ACD Monitoring- Ensure Agents are logged into phones
Follow the Incident Management Process (Outage Notification), Alerts
Assist with Aged tickets/On Hold reports
Assist with Customer Survey challenges
QA agents tickets
Expert in PII and VIP process
Weekly and monthly reporting
Back-up to other leads when needed
Work closely with the other leads and Call Center Manager
Able to get task completed ASAP when needed
Ensure the queues are managed daily
Provide manager with weekly status report
Attend weekly leads meeting and convey message to the team
Scheduling
Review ACD reports
Monitor calls
Other duties as assigned.
The candidate must:
To apply for the position you must have the qualifications below:
Attendance – Exceeds expectations
No performance Issues
Tickets- Should not be on the weekly report for returned tickets
Able to communicate effectively verbally and in writing
Able to Multi-task and have no issues to do additional tasks
Must be a team player – Able to work with your co-workers and management
SSA Call Center experience for at least 1 Year
Security Requirement:
Ability to obtain a public trust.
Our Equal Employment Opportunity Policy
The company is an equal opportunity employer.
The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law.
We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants.
If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at - or by calling to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies.
As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions.
KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery.We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities.
For more information, please visitEqual Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
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