Senior Assistant: Customer Support
AppLabs - Sterling, VA

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Essential Job Functions
  • Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.
  • Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision. Researches customer inquiries and responds to appropriate parties in a timely manner.
  • Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
  • Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
  • Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.
  • Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.
  • Interfaces with team members, management, and customers in reference to customer service issues.
  • Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
  • Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
Qualifications

  • Basic Qualifications
    • High school diploma or G.E.D.
    • Two or more years of customer service or other telephone experience
    • Experience working with organizational functions and personnel
    • Experience working with fax machines, computer software, and telephone technology
    • Experience working with and skilled in the use of help desk software
    Other Qualifications
    • Business and analytical problem solving skills
    • Communication skills
    • Ability to work independently
    • Ability to follow oral and written directions
      CSC is an Equal Opportunity Employer M/F/D/V

    AppLabs - 15 months ago - save job - block
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About this company
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