Customer Service Representative

Customer Service Representative

Vienna, VA

Customer Service Representative

Work Location: Tysons Corner, VA (must live within 50 miles)

Schedule: Full Time; hybrid

Note: This position requires a Public Trust Clearance.

Iron Mountain Solutions is seeking a highly motivated and organized individual as a Customer Service Representative. This role is part of a team that requires a demonstrable sense of urgency while working independently. We require proactive support to get things done, but also someone who can suggest and implement ways to improve processes for long-term success. A successful candidate will be customer-service oriented, have strong attention to detail and quality, have great organization skills, and can switch gears at a moment's notice. An active Public Trust level security clearance or the ability to obtain one is required.

Job Responsibilities:

• Ability to operate in a high-volume metrics driven call center environment
• Ability to be flexible with work schedule to support the Call Center's needs during operating hours
• Ability to multitask and research information on multiple databases at the same time
• Ability to enter data and talk to stakeholders at the same time
• Ability to conceptualize scenarios and communicate it effectively to stakeholders
• Ability to work independently, and demonstrated ability to efficiently interpret research and analyze information from various sources
• Ability to communicate effectively both orally (in groups and one-on-one) and in writing (as position occupied dictates)
• Ability to listen actively to sensitive information
• Ability to successfully navigate national web-based tracking systems relating to SEVIS and Fee Payment
• Ability to analyze multifaceted issues relating to the SEVIS system
• Ability to provide support to international stakeholders and academic institutions
• Ability to utilize telephony systems, CRM, Microsoft Dynamics and other ticket tracker systems, and Microsoft Office Suite

Education and Experience Requirements:

• Education: High school diploma required.
• Experience: Minimum of three (3) years of specialized experience supporting a Call Center or Help Desk environment.
• Certification: HDI Certification is highly preferred but not required.
• Must currently hold or be eligible to obtain a U.S. Public Trust security clearance. Per federal requirements, only U.S. citizens are eligible for this level of clearance.

Iron Mountain Solutions is an Equal Opportunity Employer