Ensunet Technology Group is a world-class provider of IT enterprise architecture solutions, specializing in post-merger integration in the lightning-paced, no-margin-for-error world of M&A. Functioning as a rapid-response tiger team, Ensunet serves global Fortune 500 enterprises, as well as clients in the public, government, and defense sectors.
Overview: The Customer Service Representative (CSR) is a pivotal role within the Contact Center responsible for handling customer inquiries received via phone, chat, and email. The CSR will resolve issues promptly and courteously using various software applications, including CRM systems and other resources. This role requires accurate data entry, efficient multitasking, and adherence to established guidelines and policies.
Key Tasks:
· Answer inbound telephone calls, chats, and emails in a courteous, timely, and professional manner following established guidelines and policies.
· Conduct research within multiple systems to resolve customer inquiries, such as identifying case statuses and retrieving missing information associated with cases.
· Make outbound calls as necessary to follow up on customer inquiries or provide additional information.
· Document all interactions accurately using a provided Customer Relationship Management (CRM) system.
· Maintain high-quality standards in customer interactions as measured by internal quality monitoring forms and customer satisfaction surveys.
· Follow established escalation processes for inquiries requiring further investigation or higher levels of support.
· Utilize frequently asked questions (FAQs) and departmental knowledge bases to assist customers effectively.
· Stay updated on relevant policies and procedures to ensure accurate and compliant handling of customer inquiries.
· Adhere to published schedules and attendance guidelines, including availability for evening, weekend, and holiday shifts with advanced notice.
· Perform other duties as assigned to support departmental goals and operational needs.
Qualifications and Experience:
· Education: High school diploma or GED required.
· Experience: Minimum one-year experience in customer service or contact center environment required. Experience with State Health and Human Services programs is preferred. Knowledge of accessing multiple database production systems simultaneously is advantageous.
Skills and Abilities:
· Clear and professional verbal and written communication skills in English.
· Excellent listening skills and ability to build rapport with customers.
· Intermediate to advanced computer skills, including proficiency with CRM systems and web-based applications.
· Strong organizational skills with the ability to manage multiple tasks simultaneously and understand workflow processes.
· Fast and accurate typing skills.
· Ability to adapt and respond effectively to changing situations and customer needs.
· Proven team player with the ability to collaborate effectively in a dynamic environment.
· Strong attention to detail and commitment to accuracy in all tasks.
Mandatory Requirements:
· Successful completion of background check verification.
· Completion of non-disclosure agreements (NDA) as required.
· Staff and work must be located within US soil.
Competencies
· Communication Effectiveness - Articulate and present a friendly Customer Service experience in both phone and in person. Communicates effectively verbally and in writing; expresses self well in a group and one-on-one; Fosters trust by sharing information with others; Encourages open expression of ideas and opinions; actively listens to others and demonstrates understanding.
· Teamwork - Identifies and cultivates relationships with key stakeholders representing a broad range of internal functions and levels; Brings substantive conflicts and disagreements into the open and resolves them collaboratively; Willing to look at all sides of an issue to arrive at goals that are mutually beneficial; Builds strong external networks with people in the industry or profession.
· Judgment/Decision Making- Takes responsibility for decision-making; Makes decisions that are timely; Involves those who will be affected by the decision in the problem-solving process; Builds consensus; Generates various solutions and evaluates alternatives objectively; Willing to make and support unpopular decisions when necessary.
· Innovation/Creativity - Generates new solutions by combining, changing, or reapplying existing ideas; Has good ideas and acts on them; Searches for new and better alternatives to improve performance; Strives to create value in new ways; Is aware of emerging trends and anticipates possibilities.
· Motivation - Pursues goals and measures success in terms of results achieved; Focuses on what’s important to the organization and drives for results; Is persistent in the face of complex challenges or when dealing with difficult people; Conveys appropriate sense of urgency; Achieves results with and through others.
Ensunet is an EEO/AA/Disability/Protected Veteran Employer. U.S. Citizenship or Lawful Permanent Residence status may be required for certain positions. For positions requiring U.S. Citizenship or Lawful Permanent Resident status, verification of such status will be required upon accepting employment.
Job Types: Full-time, Contract
Pay: $15.00 - $16.00 per hour
Expected hours: No more than 40 per week
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work Location: Remote