Our call center responds to and resolves recruiting and hiring inquiries from candidates and employees of the TSA department in a timely manner. The HR Contact Center resolves general inquiries from applicants regarding their application status, background screening information, test scheduling information, and other related inquiries.

Available Shift:

1:15 pm to 10:00 pm - EST Monday-Friday (40 hours/week plus benefits & shift differential)

The Call Center Representative answers general inbound and places outbound calls in a call center with the goal of resolving candidates recruiting hiring questions, concerns, and issues. The goal is to resolve issues and increase customer satisfaction. Follows basic procedures and scripts, using fundamental knowledge to navigate information systems along with a basic knowledge of Federal Recruiting and Hiring processes.

Responsibilities Include:

• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer
• Update customer information in the customer service database during and after each inquiry
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking

Minimum Qualifications

• 3+ years of Customer Service experience
• Call center experience preferred
• High school diploma/GED required (Associate degree in a business-related field preferred)
• Ability to remain professional and courteous with customers at all times
• Ability to communicate clearly and professionally, both verbally and in writing
• Has a pleasant, patient and friendly attitude
• Strong detail orientation and communication/listening skills
• Willingness to work a flexible schedule and occasional overtime when needed
• Excellent customer service skills
• Must be a US Citizen
• Must be able to obtain a Public Trust Clearance

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