Agent I - San Antonio - ASM Research

    ASM Research
    ASM Research San Antonio

    5 hours ago

    Description
    Position Overview
    The Agent I - Day handles inbound and outbound customer interactions during daytime hours, providing information, resolving issues, and processing transactions across enterprise customer service channels. This role uses multiple systems and knowledge resources to research inquiries, update records, and document outcomes in a highly regulated federal environment. The Agent I applies scripts and procedures while exercising judgment to address customer needs, escalate complex issues, and ensure accurate, compliant handling, contributing to customer satisfaction and retention goals by delivering professional, efficient, and empathetic service. Work hours are 7A-4P, Tues -Sat OR Sun-Thurs
    Key Responsibilities
    • Manage a steady volume of calls and other contacts, adhering to schedule, handle-time, and quality expectations while maintaining professional service standards.
    • Navigate multiple systems and knowledge bases to research customer information, update accounts, and record detailed interaction notes accurately.
    • Follow defined scripts, procedures, and compliance requirements while adapting communication style to diverse customer situations and needs.
    • Identify issues requiring escalation and transfer to team leads, subject matter experts, or specialized queues with clear documentation and context.
    • Apply de-escalation and problem-solving techniques to resolve issues on first contact whenever possible, minimizing repeat contacts.
    • Protect sensitive information by following identity verification, data privacy, and security protocols appropriate to federal government operations.
    • Suggest improvements to processes, scripts, or knowledge content based on recurring customer questions or pain points identified during interactions.
    Required Qualifications
    • High school diploma or GED; some college coursework or Associate's degree preferred.
    • 1-3 years of customer service or contact center experience with demonstrated ability to handle routine customer inquiries professionally.
    • Proven ability to answer inquiries by clarifying desired information, researching, locating, and providing accurate information to customers.
    • Strong capability to resolve problems by clarifying issues, researching and exploring solutions, implementing resolutions, and escalating unresolved problems appropriately.
    • Experience fulfilling requests, maintaining call center databases by entering information, and documenting customer interactions accurately.
    • Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.
    Preferred Qualifications
    • Experience working in a high-volume, metrics-driven contact center environment.
    • Familiarity with customer relationship management and telephony platforms commonly used in enterprise contact centers.
    • Background in government or highly regulated customer service operations.
    Compensation Ranges
    Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
    EEO Requirements
    It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
    All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
    Physical Requirements
    The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
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