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Customer Service Representative

Epsilon, Inc. Weaverville, NC Full-Time
$0.00 - $12.00 / hour
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Customer Service Representative

Security Clearance required: Must be able to pass Federal Background Investigation
US Citizenship Required
Location: Weaverville, NC
Compensation: $12.00/hr + benefits
URL: [ Link removed ] - Click here to apply to Customer Service Representative

Position Summary: Epsilon is searching for Customer Service Representatives for the United States Citizenship and Immigration Services Customer Engagement Center (USCIS CEC).

Are you looking for a full time opportunity with great benefits!?

Apply Online Today! One of our recruiters will contact you directly to provide additional information about the work.

Position Responsibilities:

  • Answers incoming phone calls on behalf of client; provides accurate and appropriate information to callers and answers questions regarding application status.
  • Places outbound customer service or customer satisfaction calls, as required by client.
  • Completes call guides; gathers and verifies required information.
  • Attends telephone skills and program information training sessions; adheres to established levels of service.
  • Adheres to established customer service and documentation standards within required time frames.
  • Adheres to contact center scheduling, ensures telephone coverage during contact center hours of operation.
  • Performs clerical or administrative duties as assigned.
Essential Skills, Experience, and Certifications:
  • US Citizenship is a requirement of this position in accordance with [ Link removed ] - Click here to apply to Customer Service Representative and must have lived in the US for three of the last five years.
  • Must be able to pass a detailed Federal background investigation. The Government will conduct an in-depth financial and criminal history investigation that will take several weeks or possibly months to complete. Once completed Epsilon will contact you to inform you if you passed or not. If you passed, a start date will then be scheduled. The following items will be reviewed but the governmant and will require further documentation and or justification, which could lenghten the background investigation process.
    • Financial concerns that may be found on a credit report, such as:
      • Collections without any payment arrangement
      • Unresolved, past due balances, defaulted, or written off debts 
      • Other negative items without any payment arrangement
      • Trend of inability to meet financial arrangements
    • Legal Items that may be found during the background investigation:
      • Alcohol-related items which are civil, criminal, or medical in nature;
      • Any involvement with or use of illegal substances or drugs;
      • Any civil judgement's or criminal charges, past or present;
      • Any pending or open charges, civil/criminal cases, or probation
      • Conduct or behavior during current or previous employment;
      •  Allegiances, involvements, or preferences for countries other than the United States;
  • Call Center Hours of Operation: Monday – Friday 8am-9pm, 1st and 2nd shift hours available, Shifts vary and will be determined after completion of initial 2 week training course.
  • Must complete 90 day on-site, on the job training. There might be the possibility of working from home, if you are able to meet the following requirements:
    • Must have good call metrics
      • *Can be required to return to office if metrics drop when working from home
    • Must be approved to work from home by Epsilon and the Customer
    • Must have broadband or cable Internet connection in your home with a connection rated to at least 10MB per second upload and downloadspeed
    • Must have dedicated quite room/space with no distractions to take calls
    • A second phone line, either landline or cell phone.
    • Any costs associated with the preceding requirements are not reimbursable by Epsilon to the employee, as the above items are required of the employee to be eligible for remote work.
  • High school diploma or G.E.D.
  • No experience required
  • Previous call center background highly preferred
  • Must have good customer service skills
  • Must have excellent written and oral communication skills
  • Must have experience with basic computer skills as you will be, taking calls via a soft phone and following prompts/scripts from a gov't issued laptop.
  • Bilingual (Spanish/English) is desired but not required for this position
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Physical Demands: While performing the duties of this job, this position requires the ability to sit for potentially long periods of time throughout the workday. Hearing sufficient to understand conversations, both in person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods of time without experiencing abnormal hand, wrist, or eye strain. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. Must be able to lift up to 50 pounds.
  • Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards.


Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays off
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses

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URL: [ Link removed ] - Click here to apply to Customer Service Representative
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Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.
Please click [ Link removed ] - Click here to apply to Customer Service Representative to review your rights under EEO policy.

If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone

828-398-5414
or by email [ Link removed ] - Click here to apply to Customer Service Representative.
 

Recommended skills

Customer Service
Multilingualism
Spanish Language
Scheduling
Clerical Works
Computer Literacy
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