Clerk-call center

As one of the nation’s premier minority-owned companies, we are a high performance provider of business process solutions, facilities management and infrastructure support services to government and commercial markets. Using a computerized system, responds to customer inquiries in a call center environment. May perform one or more of the following: Responds to telephone inquiries and complaints using standard scripts and procedures; Gathers information, researches/resolves inquiries and logs customer calls; Communicates appropriate options for resolution in a timely manner; Informs customers about services available and assesses customer needs; Provides functional guidance, training and assistance to lower level staff as mentor; Provides assistance, training and troubleshooting support to lower level staff as mentor; Schedules work to ensure accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems; Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness; All other duties as assigned