Customer Service Representative

Job Description

Job Description

Overview

This is a temporary position not to exceed 6 months in duration.

The Customer Service Representative will support the Operational Help Desk, providing technical expertise and assistance on questions/issues supporting real-world contingencies related to the client’s fielded system.

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Responsibilities

• Provide technical expertise and support for real‑world contingencies involving the client’s fielded system.
• During an isolating event, ensure warfighters maintain 24/7 connectivity to carry out critical operational missions, support or recover isolated personnel (IP), and obtain necessary data if the system is unavailable.
• Resolve trouble tickets immediately while the customer is on the line whenever possible. Tickets that cannot be resolved during the call will be categorized by the site lead or by CPM/COM (for JSOC‑submitted tickets) and addressed within the timelines below:
  • Critical: Major issue affecting multiple organizations. Provide a fix or workaround within 2 hours.
  • Serious: Client cannot perform tasks normally and no alternate procedure exists. Provide a fix or workaround within 6 hours.
  • Medium: Key functions are not operable, but alternate procedures exist. Provide a fix or workaround within 48 hours.
  • Low: Issue is a nuisance. Provide a fix or workaround within 96 hours.
• Deliver excellent customer service for all incoming calls.
• Willingness to work various shifts, including weekends, when required.
• Receive, understand, and respond to routine information inquiries and service requests through various communication technologies, including phone, email, fax, postal mail, and the internet.
• Responsible for resolving less complex calls and inquiries.
• Escalates more complex issues to CSR II or CSR III personnel.
• Other duties as assigned.

Qualifications

• Associate’s Degree in IT or a related field, or at least 3 years of relevant experience.
• Minimum of 1 year of experience in IT or a related discipline.
• Minimum of 1 year of experience in call center operations.
• Active Secret Clearance.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Exceptional verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

Our Commitment to you / overview of benefits

• SCA Health & Welfare fringe benefits.
• Telemedicine
• Dental & Vision
• EAP
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Program Manager

Working Conditions

• Professional office environment, with the ability to work onsite in the main office.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer.  All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.