Tier 2 - Service Desk

Responsibilities

• Provide USGS Online Support for public and business partners via phone, email, and fax, including:
  • Inputting orders
  • Answering questions about making orders
  • Tracking orders
  • Researching and documenting return issues and providing return instructions
  • Addressing other sales-related questions
• Serve as a knowledgeable resource on USGS products, offering immediate customer support.
• Provide Call Center and Customer Service support for the Product Sales and Park Pass Program, handling three call queues:
  • Park Passes
  • Order Entry (Map Sales)
  • Business Partners
• Assist customers with:
  • Completing orders
  • Checking order status
  • Finding appropriate products based on customer needs
  • Researching and documenting return issues and providing return instructions
  • Resolving other sales or customer service issues
• Transfer calls or chats that cannot be handled by the call center to an appropriate representative.
• Process orders and questions received via fax and email.
• Use USGS chat tools for online chat support.
• Utilize tools and reports from the inventory system to answer customer questions, including:
  • Open orders
  • Credit blocks
  • Open deliveries
  • Incomplete orders
  • Open invoices
• Handle demanding customers with patience and professionalism.
• Thrive in a fast-paced environment.
• As time permits, assist with processing Park Pass requests mailed in via USPS.

Requirements

• High school or general equivalency diploma
• Experience in customer service roles
• Proficient with computers and software such as Microsoft Office
• Excellent written and verbal communication abilities and interpersonal skills
• Exemplary customer service skills
• Ability to use online chat tools
• Ability to handle demanding customers with patience and professionalism
• Able to thrive in a fast-paced environment

Benefits

• Health care benefits
• Retirement benefits
• Company-paid time off and vacation days
• Paid Government holidays