Job Description

Provides lead support in the customer contact center. Responsible for researching and resolving customer inquiries and/or complaints to ensure customer satisfaction.

Job Grade

3

Job Tier

2

Career Area

Retail Specialist

Supervisor

No

Job Qualifications

Two years of customer service or customer relations in a call center environment. Prior experience in a call center environment in the last 18 months is preferred.

Additional Qualifications/Requirements

• Work Schedule – Onsite
• PCS Not Authorized/LSP Not Authorized
  
  

Technical (Preferred/Required Skills/Systems):

• MICROSOFT OUTLOOK - Required
• MICROSOFT WORD - Required
• ACCOUNT SERVICES - Preferred
• ATN - Preferred
• CREDIT CARD MANAGEMENT SYSTEM - Preferred
• CCD - Preferred
• CVS - Preferred
• EXCEL-INTERMEDIATE LEVEL - Preferred
• MICROSOFT POWERPOINT - Preferred
• TYPING 30 WPM - Preferred
  
  

Salary Minimum

$44,704.00

Major Duties

Answers, researches and resolves inbound escalated customer issues involving Military Star, e-Commerce, Collections and ESSO. Answers calls as needed to retain service level.

Serves as a subject matter expert and resource to customer service agents on applicable policies and processes. Assists in the execution of new policies and processes to support performance improvement goals.

Answers inbound calls related to federal debts, collections, returned checks, ECP Military Star and e-Commerce. Reviews and researches customer accounts and takes appropriate action based on the account status. Documents collection efforts made according to policies and procedures.

Performs other duties as assigned.

Work Challenges

24X7 work environment supporting Exchange operations, which requires shift work and may include holidays and weekends.

Job Type

Management

Number of Positions Remaining

1