Senior Customer Service Representative

Job Description

Job Description

Brief Overview of Position:Strategic Operational Solutions (STOPSO) is seeking candidates for a Senior Customer Service Representative role that serves as the front-line customer service connection for the organization, responding to public inquiries about a wide range of Government programs and services. The contact center's goal is to provide customers with accurate, efficient, and courteous responses to their requests. This role could be filled both onsite at a Government facility or at a contractor provided facility. STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference. Primary Responsibilities:As a Senior Customer Service Representative (CSR), you will provide advanced customer service support, mentoring, quality monitoring, and training assistance within the UCC. The position serves as a senior representative responsible for handling escalated inquiries, supporting workforce development, and contributing to process improvement activities. In this position you will:Handle complex customer inquiries and escalated service requests. Provide peer coaching and mentoring to CSR personnel. Perform quality reviews of calls and email responses. Support onboarding and delivery of CSR training programs. Assist with trend analysis and identification of recurring customer issues. Recommend updates to FAQs, scripts, and knowledge articles. Support workforce scheduling and queue management activities. Participate in process improvement initiatives and customer experience enhancements. Assist management in maintaining SLA compliance. Qualifications:As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), we will not consider candidates for this position who do not meet the aforementioned conditionsMust be able to pass federal background investigation and obtain a Public TrustDemonstrate at least one (1) year of customer service experience, including: phone and/or email contact center experience, data entry, contact center problem logging, Automatic Call Distribution (ACD) telephone systems and face-to-face customer service experienceHigh school diploma or equivalent. High school diploma plus specialized customer service experience.Three (3) years of contact center or customer support experience.Experience handling escalated customer interactions.Strong documentation and communication skills.Must be able to present acceptable identification for customer badging and site access, such as a REAL ID compliant driver license, U.S. Passport, or other approved document. Desired Skills:Coaching and training experience.CRM reporting experience.Workforce management exposure.Government customer service experience.Must be able to present acceptable identification for customer badging and site access, such as a REAL ID compliant driver license, U.S. Passport, or other approved document.