Customer Service Representative - Tier I Support

FT/PT Status: Full-time employment

Location: Remote

Education: High School Diploma or equivalent (GED) required.

Overview:

We are seeking a Customer Service Representative to support our call center operations by providing exceptional service to clients and government personnel. The ideal candidate will handle inbound and outbound calls, respond to inquiries with professionalism, and accurately document interactions in accordance with established procedures. Responsibilities include assisting with account access issues such as password resets and ID reactivation, supporting inspectors with scheduling and profile updates, and utilizing resources to research and resolve customer concerns. The candidate will also escalate complex issues to higher-level support, transfer calls to appropriate staff, and identify trends in customer inquiries to improve service delivery. Strong communication skills, attention to detail, and the ability to adapt in a fast-paced environment are essential for success in this role.

Responsibilities:

• Handle inbound and outbound calls in a call center environment while providing excellent customer service.

• Answer customer inquiries via telephone and respond to requests using professional etiquette.

• Log and update all customer interactions in the tracking system in accordance with call center procedures.

• Assist inspectors with profile discrepancy changes, cancellations, rescheduling, and unit verification counts.

• Provide clients with role assignments for access into subsystems.

• Reset passwords, reactivate IDs, and assist with account access issues.

• Research and resolve customer inquiries using available resources such as user guides, manuals, website documentation, and call center alerts.

• Escalate incidents and inquiry tickets with complete documentation of troubleshooting steps for issues unresolved at the Tier 1 level.

• Transfer calls (warm/cold) to appropriate staff following established call center procedures.

• Recognize, document, and alert supervisors of trends in customer inquiries or recurring issues.

• Stay up-to-date with system changes, procedures, and customer information through ongoing training and resource materials.

• Perform other duties as assigned to support team and organizational goals.

Education/Skills/ Minimum Qualifications:

• High School Diploma or equivalent (GED)

• Must be a U.S. Citizen eligible for a security clearance.

• Experience supporting I.T./Helpdesk call centers preferred.

• Independent problem-solving skills, strong analytical abilities, creativity, and a customer

service-oriented focus with the ability to work with minimal supervision

• Excellent oral and written communication skills

Kreative Technologies is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. Kreative Technologies does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.