Call Center Employee

Founded in 1998, Goldschmitt and Associates LLC (G&A) has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. Specializing in Custom Computer Programming and Systems Design, Management Consulting and Business Support Services, Asset Management and Data Analytics, and Custom Training Development and Delivery, G&A is the #1 federal contractor in the VA/DC-Metro area, #2 provider of Information Technology services in America, and one of the top 50 fastest growing businesses according to the INC500. G&A was also named to the INC VET100 Top Fastest Growing Service-Disabled Veteran Owned Businesses and awarded the 2022 SECAF Award of Excellence. G&A could only have achieved this growth and success due to the outstanding support of what we like to call our “family” of talented personnel. To show our appreciation, we offer a diverse and inclusive environment with competitive benefits including flexible schedules and telework whenever the customer allows. 

Summary:

Goldschmitt is seeking Call Center Employees 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 is onsite in Oakland, Maryland. 

Job 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 

Necessary Skills and Knowledge:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations, financial reports, and legal documents.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Respond to inquiries or complaints from customers, agencies, or members of the business community. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

Minimum Qualifications:

• Possess 6 months of related experience
  
• Possess the ability to obtain and maintain a Public Trust clearance

Preferred Qualifications:

• Possess prior experience supporting the Small Business Administration
• Possess the ability to speak both English and Spanish fluently