Address
Form of workJob Description
Oxford Government Consulting (Oxford) is seeking Call Team Level 2 agents. Oxford is a privately held, VA-certified, service-disabled, veteran-owned small business. Oxford’s consulting practice and production operations are centered on providing exceptional technology consulting and staff to both commercial organizations and the federal government.
Oxford was founded in 2009, focusing on the federal information technology marketplace and is ideally suited for the current technology needs of the large and growing federal government market. Oxford understands the most complex challenges facing the federal government today and knows that those challenges demand complex solutions supported by high-caliber employees. Oxford is a veteran-friendly company, maintains an employee-centric dynamic work culture, and provides fringe benefits for this position in accordance with the Service Contract Act.
Experience/Qualifications:
- Must be speak and write Spanish and English fluently.
- Minimum of 1 year incoming call center experience is required.
- Tele-work experience preferred.
- High school diploma or equivalent required.
- Consecutive average monthly call quality score of 90 or better.
- Consecutive average monthly technical proficiency score of 95 or better.
- Demonstrated ability to handle routine, non-routine, and moderate problems and requests for information.
- Demonstrated verbal and written proficiency in the English language.
- Demonstrated verbal and written proficiency in the Spanish language.
- Ability to facilitate clear and accurate exchange of information with callers.
- Outstanding customer service skills.
- Authorized to work in the U.S.
- High keystrokes per hour.
- Strong computer skills.
- Possesses an understanding of general aspects of the job.
- Excellent judgment and use of discretion; trustworthiness with sensitive information is paramount.
- Must be able to work all shift schedules.
- Working overtime and on weekends may be required.
- Repetitive motion may be required.
- Must work well with coworkers and managers.
- Must be able to monitor email account daily.
- Must be able to work at computers for long periods of time.
- Ability to adapt to change and varying work priorities upon short notice.
Position Description:
- Full-time, non-exempt.
- Receives complex inbound participant phone calls and provides appropriate customer service support in accordance with defined guidelines.
- Utilizes authorized computer systems to gather and confirm information prompted by incoming calls.
- Provides rapid, efficient, and accurate customer service, including research related to customer service needs, in a professional manner for extended periods of time.
- Receives, comprehends, provides, and responds to routine informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet.
- Provides both inbound and outbound call center support for customer inquiries.
- Researches and resolves complaints to ensure customer retention and satisfaction.
- Tracks the questions and answers in the call center system.
- Updates or checks customer benefits statuses.
- Answers benefits questions.
- Provides information and solutions in response to inquiries pertaining to products, services, and customer complaints.
- Accesses databases to retrieve and record information into the call center system.
- Reports to a supervisor.
Oxford is an equal opportunity/affirmative action employer and honors its diverse team. Oxford does not discriminate against or harass applicants, employees, or former employees because of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability or genetic information.
