Call Center Representative (SCA)

Call Center RepresentativePeraton is seeking a professional, customer-focused Call Center Representative to support our Federal Customer onsite at Fort Huachuca, AZ. In this role, you will serve as the primary point of contact for incoming customer inquiries, ensuring a high level of service and satisfaction. This is a non-technical role focused on order processing, inquiry resolution, and general information sharing.Responsibilities:First point of contact for Tier 3 requests that are escalated to the Global Cyber CenterEnsure continuous 24/7 shift coverage to support the GCC mission, which entails working on weekends, holidays, and after hours.Responsible for handling customer interactions to provide support (inbound/outbound calls, chats, email and internal ticketing escalations)Create, modify and escalate incidents/tickets, translating user requests into logical format for use by analysts in troubleshootingRoute tickets in accordance with documented proceduresPerform quality assurance follow-up with customers/end usersComply with documented processes and proceduresMonitor group mailboxes and prioritize emails by order of importanceMaintain the shift log and ensure accurate, thorough and clear communication from shift to shiftProvide reporting (as needed)Maintain a professional demeanor with our military, civilian and contractor customers