Customer Service Representative

Summit Federal Services, LLC (SFS) with headquarters in Oakland, Maryland, is a fast growing woman owned Small Business and HUBZone company with an outstanding record of performance providing more effective and efficient acquisition, business process, training, IT, administrative and security services to multiple federal agencies.

SFS is looking for  Call Center Employee’s to assist customers with loan operations via the call center phone/operational system, respond to incoming calls and emails from customers, transfer calls to the appropriate department, and support order processing and order form compilation. The Call Center Employee will be required to ascertain critical issues to be escalated and must be able to effectively communicate the situation to their supervisor or other management. This position will be performed remotely from home. Qualified applicants must reside within a 50 mile radius of Oakland MD.  Mid day shift 11am-8PM
 

Essential Duties and Responsibilities:

• Maintain Command Center
• Actively participate in training, and apply lessons learned in order to provide excellent customer service in accordance with SBA needs/scripts/guides etc.
• Ensure phone is staffed properly each day
• Respond to incoming calls and emails
• Perform Real-time queue monitoring
• Monitor call flows, queues and day-to-day operations to meet the needs of SBA and end user
• Use data analytics and user interviews to determine call trends that can be reported to SBA
• Implement any sudden program changes with agility, speed and accuracy  
• Rapidly escalate issues to supervisor/management as appropriate
• Using QA and Operational data, ensure scripts, messaging, and other deliverables reflect the proper guidance and exhibit high quality with ease of use
• Apply process improvement techniques and CX strategies to ensure agent feedback is continuously incorporated in scripting to boost and continuously improve customer experience
• Use call scripts, messaging/email templates, desk guides
• Provide consistent and accurate reporting protocols
• Deliver daily and weekly comprehensive, reports of operations and quality results
• Produce detailed trend reports on an ad hoc basis to show historical, current and/or cumulative call volumes, staffing and customer inquiry information
• Additional duties as assigned

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Achievement Focus - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Business Acumen - Aligns work with strategic goals. Conducts cost-benefit analyses. Demonstrates knowledge of market and competition. Displays orientation to profitability. Understands business implications of decisions.
• Business Ethics - Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
• Managing Customer Focus - Develops new approaches to meeting customer needs. Establishes customer service standards. Monitors customer satisfaction. Promotes customer focus. Provides training in customer service delivery.
• Strategic Thinking - Adapts strategy to changing conditions. Analyzes market and competition. Develops strategies to achieve organizational goals. Identifies external threats and opportunities. Understands organization's strengths & weaknesses.
• Analytical - Synthesizes complex or diverse information; designs work flows and procedures. Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional or difficult topics. Generates creative solutions; demonstrates attention to detail.
• Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality; monitors own work to ensure quality.
• Impact & Influence - Pursues and wins support for ideas; displays ability to influence key decision-makers; achieves win-win outcomes; uses authority appropriately to accomplish goals
• Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Qualifications: 

• Must be willing to work Mid Day shift 11am-8pm. Training will be 8am-5pm
• One year of experience working in a high call volume working environment.
• Experience with Microsoft office experience required.
• Ability to navigate multiple internet sites and familiarity with the internet.
• Position requires security clearance, must be able to pass a background investigation.
• Must be able to obtain and maintain SBA suitability clearance.
• All work will Remote from personal residence or support from main office in Oakland MD.
• Bilingual in Spanish would be preferred.

Summit Federal Services, LLC is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. Summit Federal Services, LLC also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability.

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