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Customer Service Representative

Dunhill Professional Search • Niagara Falls, NY

Posted 10 days ago

Job Snapshot

Experience - None
Degree - High School
Credit - Loan - Collections
Customer Service, Entry Level, Human Resources

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Job Description

Customer Service Representative I

General Summary

Our Contact Center responds to and resolves Recruiting and Hiring inquiries (phone/e-mail) from candidates and employees in a timely manner and provides general information and assistance. The Contact Center resolves general inquiries from applicants regarding their application status, scheduling information, and other related inquiries. The Call Center is operational between the core hours of 7:00 AM and 10:00 PM Eastern Standard Time (EST) Monday through Friday and 11:00 AM and 4:00 PM EST Saturday and Sunday, excluding federal holidays. The staffing schedule is created using shifts to ensure coverage during core hours.

The Contact Center Representative (CSR) answers general inbound and places outbound calls in a contact center with the goal of resolving candidates' recruiting and hiring questions, concerns, and issues. The goal is to resolve issues and increase customer satisfaction. The CSR takes care of inbound and outbound calls of a lesser complexity that are primarily routine or basic in nature. The CSR follows basic procedures and scripts, using fundamental knowledge to navigate information systems along with a basic knowledge of Federal Recruiting and Hiring processes.

Essential Duties and Responsibilities

Responsibilities Include:

  • Maintain a high level of professionalism with candidates and working to establish a positive rapport with every customer
  • Update customer information in the customer service database during and after each inquiry
  • Work with the management team to stay updated on process knowledge and be informed of any changes
  • 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
  • Escalate candidate requests to Lead as needed
  • Provide referral contact information for partner vendors and Hiring and Recruiting resources as needed

Minimum Qualifications

  • Must be 18 years of age or older
  • 1-2 years of prior customer service experience
  • 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 decision making and analytical abilities
  • Strong detail orientation and communication/listening skills
  • Willingness to work a flexible schedule and occasional overtime when needed
  • Possess a strong work ethic and team player mentality
  • Excellent customer service skills.
  • Must be a US Citizen
  • Must be able to obtain a Public Trust Clearance

Relocation funding is not available for this position.

Desired Qualifications

  • Availability for evening and weekend shifts
  • Flexibility - ability to work a shift schedule that would be subject to periodic changes.
  • Previous Contact Center experience

Knowledge, Skills, and Abilities

  • Knowledge of federal recruitment and hiring is a plus.


Job ID: REQ472
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