Customer Service Representative

This Customer Service Representative (CSR) works under close supervision and follows specific procedures and detailed instructions in handling incoming and outgoing calls. The CSR will complete all data entry while actively communicating with the customer. Reviews input/output data to verify completeness, accuracy, and conformance to quality standards and specifications. Maintains production records. Classifies and codes data to be entered. Verifies, and identifies and corrects errors. Tracks documents received and completion dates in a log. Performs clerical and related office tasks as assigned, such as maintaining records of work received and work performed.

• Handling incoming and outgoing calls with patience, tact, and courtesy.
• Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview.
• Escalates calls to supervisor when necessary and appropriate.
• Tracks call-related information for auditing and reporting purposes.
• Provides feedback on call issues related to downtime and/or training issues.
• Contribute positively to a work environment that is flexible, adaptable, and team based.
• Provide, receive, and seek feedback in a positive manner to encourage team building.
• Participate in the development and attainment of team and operational goals.
• Be respectful and courteous.
• Maintain a positive attitude about workloads and expectations.
• Prioritize workloads to ensure timeliness and quality standards are met.

• High school diploma or GED required

Experience 

• 3-months or more experience in a call center or customer service environment preferred
• Previous experience with computers, phone systems, and headsets preferred.

• Reading and Typing
• Working knowledge of modern office procedures, methods, and computer equipment
• Proficient in the use of Microsoft Office Products.
• Ability to speak and read English clearly, professionally, and fluently.
• Proficiency in languages other than English a plus
• Excellent communication skills
• Principles and practices of customer service.
• Establish a good working relationship with team members and internal contacts, in order to maintain and continuously strive to improve the level of overall service being provided.
• Good organizational skills and attention to detail.
• Ability to comply with rules, regulations, laws, and methods as related to the position.
• Work independently in the absence of immediate supervision.
• Ability to handle and resolve recurring problems.
• Successfully complete and pass the any client required trainings.

As a federal contractor, this position requires U.S. citizenship and security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and is an evaluation of the whole person to determine suitability. The suitability review begins after a conditional offer of employment has been accepted and will include a review of your employment, education, residences, references, criminal history and credit, as an example.  Some of the most important factors in an investigation are the individual’s honesty, candor, and thoroughness in the completion of their security forms. In rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the security clearance process.

To be eligible to work-from-home, you must have:

• Must reside within 50 miles of a Coast Professional, Inc. office. 
• High-speed internet connection (FCC defines High-Speed Internet as 25 Mega-Bits per second (Mbps) minimum download speed and 3 Mbps upload speed).
• The ability to physically connect to your high-speed home network with an ethernet cable (network cable). Coast will provide a 5 ft. connection.
• A Mobile Device for DUO Multi-Factor Login. Must be iPhone 7 running IOS 11.1 or higher or Android device running Android 9.2 or greater.
• A quiet, dedicated workspace free of distractions and interruptions.
• Computer equipment is provided. You must have the ability to pick up equipment within 48 hours’ notice.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Coast Professional, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, protected veteran status, genetic information or any other categories protected by applicable law.