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Company Contact Info

  • Washington, DC
  • ASM Research

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Customer Service Representative

ASM Research • Washington, DC

Posted 1 month ago

Job Snapshot

Travel - None
Admin - Clerical, Customer Service, Government

Job Description

Customer Service Representative

Provides a level of expertise to the Customer Support Services, which operates inbound call, outbound call, email, and web chat services, as well as back-office services. Displays an advanced understanding and focus on customer satisfaction and adherence to established Service Level Agreements (SLAs). This job is not in the information technology field.

Job Responsibilities
* Supports inbound calling, email, web chat and outreach to Customer to assist in resolving batch edits and errors, missing documents and signature pages, fixing data.
* Provides advanced knowledge and support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc.
* Performs analysis of COD borrower data integrity situations identified by Customer.
* Researches and analyzes customer service issues to provide information and advanced long-term solutions in a timely manner.
* Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures.
* Takes initiative to suggest improvements and show ability to define possible solutions.
* Identifies key issues and patterns in solving problems and demonstrates ability to apply experience and knowledge of the issues and industry to resolve moderately complex problems.
* Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
* Performs manual linking and unlinking of award records and promissory/agreement to serve notes.
* Support Services shall be executed in compliance with processing and program guidelines published by Customer.

Minimum Qualifications
Degree or Associate's Degree preferred or equivalent relevant experience.
5-8 years of customer service experience or related public relations experience.

Other Job Specific Skills
* Strong customer focused approach.
* Responsive and adaptable to new challenges or solutions.
* Excellent written and verbal communication skills.
* Ability to convey enthusiasm, energy and sincerity over the phone.
* Ability to foster a good working relationship and rapport with customers.
* Exceptional focus on accuracy and attention to detail.
* Strong problem solving and organizational skills.
* Ability to remain calm and courteous in periods of stress.
* Ability to maintain consistent progress towards set priorities.
* Ability to interact effectively with others.

US citizenship required?:


Job ID: SupportDesk-D.C
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