Customer Service Representative

Description

Customer Service Representative

HighPoint Digital’s professionals focus exclusively on helping government agencies and companies implement their most critically strategic initiatives. The role of Customer Service Representative contributes to HighPoint by delivering exceptional customer service and handling sensitive information within a high-volume call center environment.

The Customer Service Representativeshall effectively manage incoming issues, complaints, and inquires while maintaining a high level of customer satisfaction

KNOWLEDGE AND SKILLS REQUIREMENTS:

• Ability to operate in a high-volume metrics driven call center environment
• Ability to be flexible with work schedule to support the Call Center’s needs during operating hours
• Ability to multitask and research information on multiple databases at the same time
• Ability to enter data and talk to stakeholders at the same time
• Ability to conceptualize scenarios and communicate it effectively to stakeholders
• Ability to work independently, and demonstrated ability to efficiently interpret research and analyze information from various sources
• Ability to communicate effectively both orally (in groups and one-on-one) and in writing (as position occupied dictates)
• Ability to listen actively to sensitive information
• Ability to successfully navigate national web-based tracking systems relating to Student and Exchange Visitor Information System (SEVIS) and Fee Payment
• Ability to analyze multifaceted issues relating to the Student and Exchange Visitor Information System (SEVIS)
• Ability to provide support to international stakeholders and academic institutions
• Ability to utilize telephony systems, CRM, Microsoft Dynamics and other ticket tracker systems, and Microsoft Office Suite

JOB RESPONSIBILITIES:

• Receive and answer up to 40 – 60 phone calls per day.
• Engage in multiple email, social media, and chat messages in a corporate professional setting simultaneously
• Update stakeholder profiles within databases
• Resolve a wide variety of multifaceted stakeholder issues
• Work in an environment with flexible schedules
• Work on multiple projects simultaneously in a Call Center/Help Desk environment
• Deal with a variety of people from varying professional/administrative backgrounds

EDUCATION AND YEARS OF EXPERIENCE REQUIREMENTS:

• Bachelor’s degree highly preferred, but not required.
• High School diploma and specialized experience performing duties in support of a multi-tier/level Call Center are required.
• Minimum of three (3) years of specialized experience to include answering and responding to inbound calls or like complexity
• HDI Certification is highly preferred but not required.
• Public Trust is required to perform the job. Ideally, the candidate has that already. HighPoint will initiate that on your behalf if you do not have it.

ABOUT HIGHPOINT:

HighPoint is a growth-oriented firm that provides a unique, differentiated employee culture relative to our Federal market peers. We leverage this growth-oriented and employee-focused culture to attract and retain a higher grade of talent than our peers to be an employer of choice.

HighPoint helps government agencies elevate the citizen experience (CX) by improving the touchpoints through which citizens interact with government. We were founded in 2006 by Ben Lanius with the spirit of transforming how agencies connect with and empower citizens to deliver on mission-critical objectives.

At HighPoint, our focus is on delivering results that matter. We support and modernize our federal customer’s mission critical systems and functions. Agility is at our core: it is the mantra that drives us to succeed. We work quickly, analytically and deliver on agency priorities.

HighPoint is a privately held company with a team of over 130 passionate professionals spread across 12 states in the U.S.

HighPoint Digital, Inc. is an equal opportunity employer.

HighPoint Digital, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with HighPoint’s legal duty to furnish information.