Customer Service Representative

SUMMARY
This is a phone-based Customer Service position supporting a government customer. Customer
Service Representatives (CSRs) in this position will answer phone calls from U.S. citizens and utilize
a computer-based knowledge system to answer general questions about policies,
practices, procedures, and other data to assist callers. Successful candidates will have a customer
service orientation with excellent communication and problem-solving skills.

• Ability to pass a thorough background check screening (credit and criminal history) to determine fitness
for a federal security clearance

**Confirmed Hourly Pay Rate explain rate and fringe pay: 12.89/hr plus 4.22/hr total $17.11***
overtime is calculated at 12.89 x 1.5.
o Understands Holiday Pay - get paid for days that come up during the contract period.

This is onsite with a government company answering high volume calls and providing outstanding Customer Service.

Onsite wearing a mask at all times in Lansing, MI.

DUTIES AND RESPONSIBILITIES
• Provide superior Customer Service by answering incoming calls in a timely manner
• Follow established policies and procedures to respond and route calls appropriately
• Gather information to determine customers’ needs; apply problem solving skills and resolve the
inquiry/request effectively
• Log customer information into a database ensuring data entry is accurate and complete
• Access knowledge base per customer request for information
• Verify and record demographic data with caller and escalate customer issues as appropriate
• Maintain and improve quality results by adhering to standards and guidelines
• Handle inquiries and requests in a courteous and professional manner, including calls received in crisis
situations
• Control the pace and flow of the inquiry/request and manage call time effectively
• Follow protocol and apply sensitivity and discretion in handling confidential information
• Promote vision, values, and services to all customers and stakeholders
• Assist in maintaining organization wide quality standards
• Flexibility in work hours and shifts including some weekends as needed
• Accept other jobs/duties as assigned

MINIMUM QUALIFICATIONS
• High School Diploma or equivalent
• At least 18 years of age
• U.S. Citizen
• Proficient in the English language (written and verbal)
• Ability to pass a thorough background check screening (credit and criminal history) to determine fitness
for a federal security clearance
• Proficient computer skills (MS Office, keyboarding speed and accuracy, internet-based research)
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges
with customers
• Ability to take direction within a team setting and complete team related work promptly

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee
to successfully perform the essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the individual will be required to multitask. The employee will
also be required to speak, listen, read, and use a computer simultaneously during their scheduled
shift. Individuals will be required to be mobile throughout the building.

WORK ENVIRONMENT
Individuals will be in a cubicle for most of their scheduled shift. Individuals will work individually, and
therefore are required to work well independently, however will also be a member of a team and
therefore must be able to work in a team atmosphere. The tasks of the call center are repetitive in
nature. The noise level is generally moderate. The work environment characteristics described are
representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.

SECURITY
Many of the positions through the Business Services Division require a security clearance. Thus,
the candidate/employee must pass and maintain appropriate security and background checks as
required for each area and/or contract. The extent of the security and background check may vary
by position. Employment may also be contingent upon successful security and background checks
and may be run on an ad hoc basis. Required security and clearance checks will be completed at no
financial cost to the candidate.

To determine if you are a potential candidate for this position a review of the following may apply:
• A criminal background/history inquiry
• Employment verification
• Drug screening
• Credit history

The following may impact your ability to gain the required authorization:
• Poor credit, bankruptcy in the past 2-3 years and/or delinquent payments
• Previous termination from previous employment that involves theft or other negligent actions on your
part
• Drug or alcohol use
• Failure to be honest when responding to the required Federal Security Clearance questions.
• Clearance investigations can/will go back as far as 7 years or more.
OTHER INFORMATION
This job description in no way states or implies all duties to be performed by the employee
occupying this position. Employees will be required to follow any other job-related instructions and to
perform other job-related duties requested by their supervisor in compliance with Federal and State
Laws.