Contact Center Customer Service Representative

divh2Customer Service Representative/h2pITCON Services is seeking to hire seasoned Customer Service Representatives to build a pipeline for upcoming work. Were seeking outside-the-box thinkers who are technically skilled and customer focused. Our people are our most valuable resource, and were always looking for technically talented, bright, and passionate problem-solvers to join our team. Are you excited about joining a company that is focused on team dynamics to drive growth? Join us at ITCON as we expand our team!/ppWe are seeking dedicated and customer-focused Contact Center Customer Service Representatives to join our team. In this role, you will be the first point of contact for customers, providing high-quality service and support through inbound phone interactions. The ideal candidate will have strong communication skills, be comfortable navigating multiple systems, and demonstrate empathy and professionalism in every customer interaction./ph3Key Responsibilities:/h3ulliManage a high volume of inbound calls in a fast-paced contact center environment./liliIdentify, understand, and resolve customer inquiries efficiently and accurately using appropriate tools and resources (e.g., CRM and Knowledge Management systems)./liliBuild trust and maintain strong relationships with customers through professional and empathetic communication./liliUse active listening and probing questions to clarify customer needs, confirm understanding, and ensure full issue resolution./liliFollow defined procedures, scripts, and compliance requirements while personalizing support as appropriate./liliDocument customer interactions thoroughly in CRM, including key details (who, what, when, why, where, and how)./liliTriage calls and determine the appropriate course of action: resolve, escalate, or transfer as necessary./liliVerify customer identity and protect sensitive information by adhering to privacy and security protocols./liliProvide tele-interpreter services or warm transfers to appropriate parties when needed./liliParticipate in service recovery and de-escalation efforts to maintain customer satisfaction./liliMaintain up-to-date knowledge of products, policies, and procedures through regular training and use of the Knowledge Management (KM) tool (e.g., Salesforce)./liliSupport operational initiatives and other tasks as directed by leadership./li/ulh3Required Qualifications:/h3ulliMinimum of 1 year of experience in a call center or customer service role./liliHigh School Diploma or GED required./liliProficiency in English (Spanish or other language skills are a plus)./liliStrong verbal communication skills, including active listening and empathy./liliExperience using CRM systems and/or Knowledge Management tools./liliAbility to follow structured procedures and scripts while adapting to customer needs./liliSkilled in handling sensitive and confidential information with discretion./liliProven problem-solving and research skills with attention to detail./liliComfortable working with computers, navigating multiple applications, and managing data entry efficiently./liliAbility to remain calm and professional in high-pressure or crisis situations./li/ulh3Preferred Qualifications:/h3ulliExperience providing support for government or public sector programs./liliBilingual or multilingual communication skills./liliFamiliarity with Salesforce or similar CRM platforms./liliKnowledge of privacy laws and compliance practices in customer service environments./li/ulh3Work Environment:/h3ulliFast-paced call center setting./liliRequires extended periods of sitting and using a computer and headset./liliMay require shift flexibility, including evenings, weekends, or holidays depending on business needs./li/ulh3Success Factors:/h3ulliA passion for delivering exceptional customer service./liliHigh adaptability and willingness to learn./liliCommitment to teamwork, integrity, and continuous improvement./li/ul/div