Contact Center Customer Service Representative - Baltimore - ITCON Services

    ITCON Services
    ITCON Services Baltimore

    20 hours ago

    $40,000 - $60,000 (USD) per year
    Description

    Job Summary:

    ITCON Services is seeking to hire seasoned Customer Service Representatives to build a pipeline for upcoming work. We're seeking outside-the-box thinkers who are technically skilled and customer focused. Our people are our most valuable resource, and we're always looking for technically talented, bright, and passionate problem-solvers to join our team. Are you excited about joining a company that is focused on team dynamics to drive growth? Join us at ITCON as we expand our team

    We are seeking dedicated and customer-focused Contact Center Customer Service Representatives to join our team. In this role, you will be the first point of contact for customers, providing high-quality service and support through inbound phone interactions. The ideal candidate will have strong communication skills, be comfortable navigating multiple systems, and demonstrate empathy and professionalism in every customer interaction.

    Key Responsibilities:

    • Manage a high volume of inbound calls in a fast-paced contact center environment.
    • Identify, understand, and resolve customer inquiries efficiently and accurately using appropriate tools and resources (e.g., CRM and Knowledge Management systems).
    • Build trust and maintain strong relationships with customers through professional and empathetic communication.
    • Use active listening and probing questions to clarify customer needs, confirm understanding, and ensure full issue resolution.
    • Follow defined procedures, scripts, and compliance requirements while personalizing support as appropriate.
    • Document customer interactions thoroughly in CRM, including key details (who, what, when, why, where, and how).
    • Triage calls and determine the appropriate course of action: resolve, escalate, or transfer as necessary.
    • Verify customer identity and protect sensitive information by adhering to privacy and security protocols.
    • Provide tele-interpreter services or warm transfers to appropriate parties when needed.
    • Participate in service recovery and de-escalation efforts to maintain customer satisfaction.
    • Maintain up-to-date knowledge of products, policies, and procedures through regular training and use of the Knowledge Management (KM) tool (e.g., Salesforce).
    • Support operational initiatives and other tasks as directed by leadership.

    Required Qualifications:

    • Minimum of 1 year of experience in a call center or customer service role.
    • High School Diploma or GED required.
    • Proficiency in English (Spanish or other language skills are a plus).
    • Strong verbal communication skills, including active listening and empathy.
    • Experience using CRM systems and/or Knowledge Management tools.
    • Ability to follow structured procedures and scripts while adapting to customer needs.
    • Skilled in handling sensitive and confidential information with discretion.
    • Proven problem-solving and research skills with attention to detail.
    • Comfortable working with computers, navigating multiple applications, and managing data entry efficiently.
    • Ability to remain calm and professional in high-pressure or crisis situations.

    Preferred Qualifications:

    • Experience providing support for government or public sector programs.
    • Bilingual or multilingual communication skills.
    • Familiarity with Salesforce or similar CRM platforms.
    • Knowledge of privacy laws and compliance practices in customer service environments.

    Work Environment:

    • Fast-paced call center setting.
    • Requires extended periods of sitting and using a computer and headset.
    • May require shift flexibility, including evenings, weekends, or holidays depending on business needs.

    Success Factors:

    • A passion for delivering exceptional customer service.
    • High adaptability and willingness to learn.
    • Commitment to teamwork, integrity, and continuous improvement.
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