Logistical Support Representative

This is a phone-based customer service position supporting a government

customer. Logistical Support Customer Service Representative (CSRs) in this position will be responsible for

providing support through phone and email correspondence with

customers. The activities associated with this position include identifying and prioritizing the

customer’s request, documenting pertinent information, conducting research to provide

resolution or escalation of the call if required.  Additionally, the CSR will encounter the need to utilize

problem solving skills and multiple databases. Successful candidates will have a customer

service orientation, be fast learners able to adapt to new information,

problem solve and possess excellent research skills.  

 

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 database per customer request for information; use critical thinking skills to perform research to find a solution for the customer’s need and/or concern. 
• Verify and record demographic data with caller and escalate customer issues as appropriate. 
• Provide clear and concise written responses to customer and vendor inquiries or escalate to the responsible resource for resolution.  
• Open tickets: review, work and close incoming workload in specified timeframe based on priority. 
• 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.  
• Utilize multiple software systems and operate within them to resolve simple to complex vendor questions. 
• Flexibility in work hours and shifts is required.
• Accept other related jobs/duties as assigned. 

 

MINIMUM

QUALIFICATIONS

• High School Diploma or equivalent 
• At least 18 years old
• Proficient in the English language (written and verbal) 
• Bilingual Spanish positions - Proficient in the Spanish language (written and verbal) 
• Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance 
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers 
• Proficient computer skills (MS Office, keyboarding speed and accuracy, internet-based research) 

 

WORK

ENVIRONMENT

Individuals will be in a cubicle for most of their scheduled shift.

Individuals are required to work well independently and as a member of a team.

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 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.  

Required security and clearance checks will be completed at no financial cost to the candidate.

  

OTHER

INFORMATION

This job description in no way states or implies all duties to

be performed by the employee occupying this position.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.