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Note: The job is a remote job and is open to candidates in USA. ASM Research is dedicated to improving people’s lives through innovative technology and customer experience solutions. The Customer Service Representative (CSR) will support the Department of Labor National Contact Center by handling daily interactions with the American public and addressing labor-related inquiries.
Responsibilities
Handle daily interactions with the American public
Utilize customer service skills and experience to support American consumers
Use a cloud-based telephony system and a Customer Relationship Management (CRM) tool for research and informational purposes
Work independently as well as part of a larger team
Skills
High School diploma or General Educational Development (GED) certificate
A minimum of two years call center customer service experience
Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
Ability to control the pace, flow of the inquiry, and manage call time effectively
Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crises, and/or from abusive callers
Ability to listen to, empathize with customers, and acknowledge their concerns
Ability to follow protocol and to apply sensitivity and discretion in handling confidential information
Ability to gather and document information to determine a customer’s needs, apply problem solving skills, and resolve the inquiry/request effectively
Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner
Ability to use the web to search and retrieve information
Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers using appropriate equipment
Ability to take direction within a team setting and complete team-related work promptly
Equivalent to a low-risk public trust background investigation
Proficient in the use of MS Office including Word, Excel, PowerPoint, and Outlook
Able to work in a fast-paced environment
Company Overview
ASM Research, an Accenture Federal Services Company, is an information solutions integrator and a leading provider of innovative technology solutions and advanced analytical services for the Federal government. It was founded in 1978, and is headquartered in Fairfax, Virginia, US, with a workforce of 1001-5000 employees. Its website is http://www.asmr.com/.
