Customer Service Representative

Job Title: Customer Service Representative

Location: Lanham, MD- Hybrid


Overview


Business Integra Inc. is seeking a Customer Service Representative (CSR). This is an exciting opportunity for a customer-focused professional who enjoys solving problems, communicating with customers, and delivering exceptional service. The CSR provides efficient and effective support via phone, email, and live chat, working on the front lines within a collaborative environment focused on customer care and order management. Cross-training enables the CSR to provide both primary and back-up support across multiple functions.


Customer Interaction & Support

• Triage and manage incoming calls, emails, and live chats to address and resolve customer inquiries.
• Exhibit excellent communication skills with the ability to listen, probe, and present solutions effectively.
• Deliver the highest level of service, creating a "surprise and delight" customer experience.
• Serve as the customer advocate by communicating feedback to improve support processes.

Order Management & Quality Assurance

• Enter and perform quality assurance on all customer orders with a high level of accuracy.
• Demonstrate attention to detail when reviewing and entering orders into the database.
• Perform daily quality assurance of customer profiles missing user IDs.
• Follow up with customers on daily reports of Request for Quote notifications with no award.

Cross-Functional & High-Visibility Support

• Provide customer care and order management support
• Serve as liaison between customers and SEWP to facilitate a smooth ordering cycle for high-visibility orders.
• Mentor and support new Customer Service Administrators.

Ticket Management & Other Responsibilities

• Document and manage tickets through the ServiceNow customer support application.
• Support customer training and events; optional travel involved (less than 10%).
• Flexibility to work extended hours (including some weekends) during peak ordering season (August-September).
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• 4 years of customer service experience in a business environment.
• Quick learner with effective problem-solving abilities.
• Proficient in Microsoft Office with fluency using desktop and web-based applications.
• Familiarity with ServiceNow and U.S. Government contracting experience is desirable.

Education

• High School Diploma or equivalent.

Work Environment and Physical Demands

• Office Building in Proximity to NASA/Goddard - Typical office environment.
• Onsite a minimum of three days per week; one to two days of telework per week at the discretion of the government and management

Business Integra, Inc. and our affiliates are equal opportunity employers, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.

We utilize e-Verify to check employment authorization.

EEO/AA/F/M/Vet/Disabled