Contact Center Specialist

About the role

Professionalism, excellent customer service, accuracy, and a team mentality are key for this position due to the content managed, fast-paced nature, and high visibility with the Client. As a Contact Center Specialist (internally referred to as a Support Specialist) you will work individually and on the team as a representative of our Client. You will report to the Team Lead and work from Naval Station Norfolk. Must be able to successfully undergo a government investigation in order to obtain and maintain a security clearance. At times, have the flexibility to work an adjusted schedule due to operational needs.

Responsibilities

• Provide exceptional customer service and informed guidance to customers via phone and email.
• Receive and review data submitted by customers to confirm professional qualifications meet all requirements.
• Accurately enter, update, and upload data into multiple databases.
• Professionally correspond with various departments via phone and email to ensure inquiries are resolved in a timely manner.
• Rate information request forms to assist customers in meeting minimum eligibility requirements and applying for a position in the future.
• Assist customers with navigating the pre-employment process.
• Conduct conditional offer calls with customers who have been selected for a position.
• Schedule, facilitate, and document interviews with Subject Matter Experts.
• Acquire advanced knowledge of U.S. Coast Guard requirements, maritime credentials, and various processes.
• Other duties as assigned.

Qualifications

• Must be able to successfully undergo a government investigation in order to obtain and maintain a security clearance.
• Minimum High School Diploma or equivalent required.
• Associates Degree or Bachelors Degree preferred.
• Minimum two years' customer service experience required.
• Proficiency in Microsoft Outlook and Word required.
• Proficiency in Microsoft Excel preferred.
• Proficiency in working on a computer with a Microsoft operating system required.
• Professional and effective communication skills required, phone and email.
• Data entry experience preferred.
• Must be extremely detail-oriented and focused on accuracy.
• Must have the ability to multitask and effectively work within multiple databases.
• Must be able to quickly gain advanced knowledge of U.S. Coast Guard requirements, maritime credentials, and various processes.
• Adapts well to change.
• Works well in a team setting.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to navigate office facilities.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• FSA Plan
• 401(k) Plan
• Paid Time Off
• Volunteer Time Off

Onsite | Norfolk, VA