Customer Service Representative

About the role

ITCON Services is seeking dedicated and customer-focused Contact Center Customer Service Representatives to join our team. In this role, you will be the first point of contact for customers, providing high-quality service and support through inbound phone interactions for a federal contract. The ideal candidate will have strong communication skills, be comfortable navigating multiple systems, and demonstrate empathy and professionalism in every customer interaction.

Responsibilities

• Manage a high volume of inbound calls in a fast-paced contact center environment.
• Identify, understand, and resolve customer inquiries efficiently and accurately using appropriate tools and resources (e.g., CRM and Knowledge Management systems).
• Build trust and maintain strong relationships with customers through professional and empathetic communication.
• Use active listening and probing questions to clarify customer needs, confirm understanding, and ensure full issue resolution.
• Follow defined procedures, scripts, and compliance requirements while personalizing support as appropriate.
• Document customer interactions thoroughly in CRM, including key details (who, what, when, why, where, and how).
• Triage calls and determine the appropriate course of action: resolve, escalate, or transfer as necessary.
• Verify customer identity and protect sensitive information by adhering to privacy and security protocols.
• Provide tele-interpreter services or warm transfers to appropriate parties when needed.
• Participate in service recovery and de-escalation efforts to maintain customer satisfaction.
• Maintain up-to-date knowledge of products, policies, and procedures through regular training and use of the Knowledge Management (KM) tool (e.g., Salesforce).
• Support operational initiatives and other tasks as directed by leadership.

Requirements

• Minimum of 2 years of experience in a call center or customer service role.
• High School Diploma or GED required.
• Proficiency in English (Spanish or other language skills are a plus).
• Strong verbal communication skills, including active listening and empathy.
• Experience using CRM systems and/or Knowledge Management tools.
• Ability to follow structured procedures and scripts while adapting to customer needs.
• Skilled in handling sensitive and confidential information with discretion.
• Proven problem-solving and research skills with attention to detail.
• Comfortable working with computers, navigating multiple applications, and managing data entry efficiently.
• Ability to remain calm and professional in high-pressure or crisis situations.

Preferred Qualifications

• Experience providing support for government or public sector programs.
• Bilingual or multilingual communication skills.
• Familiarity with Salesforce or similar CRM platforms.
• Knowledge of privacy laws and compliance practices in customer service environments.

Work Environment

• Fast-paced call center setting.
• Requires extended periods of sitting and using a computer and headset.
• May require shift flexibility, including evenings, weekends, or holidays depending on business needs.

Success Factors

• A passion for delivering exceptional customer service.
• High adaptability and willingness to learn.
• Commitment to teamwork, integrity, and continuous improvement.