Customer Service Representative

Job Description

Responsible for basic inbound call, outbound call, email, and web chat services, as well as back-office services. Performs services focused on customer satisfaction and adherence to established Service Level Agreements (SLAs). Completes daily routine tasks and responsibilities to support the Customer Service department or programs.

Job Responsibilities

Supports customer to submit and process PTIN applications or creates and submits on behalf of customer.
Supports inbound calling, outbound calling, web chat and paper mail applications/inquiries.
Assists customers with processing, identifying, and resolving processing issues.
Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. All cases shall be logged into a web-based agent desktop application.
Completes accurate account research for customer to confirm status of requests and applications.
Support Services shall be executed in compliance with processing and program knowledge bases published by client.
May be asked to assist Systems Operations team with testing of ServiceNow enhancements to improve user experience.
Occasional telework may be authorized. CSS must adhere to all company and client requirements according to the Telework Agreement.
Minimum Qualifications

High School Diploma or GED
0-2 years of Call center experience; 0-2 years of customer service or public relations experience.
Other Job Specific Skills

Ability to successfully adapt and perform during times of high call volume.
Ability to provide effective customer service and deal tactfully and courteously with the public.
Strong written and verbal communication skills.
Strong listening ability to interpret and clarify information being provided by customers.
Strong commitment to providing quality service.
Ability to foster a good working relationship and rapport with customers and peers.
Keen attention to detail and accuracy.
Ability to work well under pressure.
Unwavering dedication to customer satisfaction and resolving customer concerns.
Ability to convey enthusiasm, energy, and sincerity over the phone.
CSS must be able to commute to and work onsite at a facility in San Antonio, TX.

U.S. Citizenship Required: Yes

Physical Demands
Light office duties which may include sitting for prolonged periods of time, viewing digital screens for prolonged periods of time, lifting up to 10 pounds, use of a desk and computer equipment, typing on a keyboard, writing with a pen, pencil, or stylus, etc.

Disclaimers

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability,gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.