Job Description

As one of the nation’s premier minority-owned companies, we are a high performance provider of business process solutions, facilities management and infrastructure support services to government and commercial markets.

Customer Service Associate is responsible for providing assistance to customers via the Call Center in a timely manner. Position is conveniently located within Center City Philadelphia.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

◦ Enforce company and department policies and procedures.

◦ Maintain verbal, written email to manager regarding department.

◦ Prepares work schedule to expedite workflow.

◦ Maintain staff personnel file which include time and attendance records.

◦ Completes daily and weekly payroll.

◦ Monitor all lunch and break records.

◦ Responsible for coaching, counseling, and /or corrective actions of staff.

◦ Responsible for staff motivation.

◦ Responsible for staff development and training.

◦ Complete telephone and correspondence monitoring to assure accuracy and quality.

◦ Monitor staff efficiency standards daily.

◦ Assist staff with job duties when needed.

◦ Answer inbound calls daily.

◦ Handle escalated citizen situations which include telephone calls, correspondence, and webmail.

◦ Assigns duties and examines work for accuracy.

◦ Maintain communications with all clients via verbal and email when necessary.

◦ Attend calibrations sessions with client(s).

◦ Follows up requests with clients.

◦ Completes daily, weekly, and monthly departmental reports.

◦ Keep record of all departmental work completed.

◦ Make necessary corrections/changes of any errors.

◦ Monitor and maintain staff, IVR and ACD system functions.

◦ Communicate with client in absence of Manager

◦ Other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

◦ Excellent communications skills with the ability to speak clearly and accurately respond to citizens.

◦ Ability of effectively communicate in a courteous and professional manner.

◦ Ability to learn and apply knowledge accordingly.

◦ Must be reliable, on time and in attendance on a daily basis.

AVAILABILITY

◦ Must be available to work between the hours of 8:30am and 5:00pm, Monday – Friday.

EDUCATION and/or EXPERIENCE

◦ High School diploma or general education degree (GED)

◦ Possess at least three (3) years prior experience in the performance of call center functions

◦ Possess at least two years previous supervisory/management experience; or equivalent combination of education and experience

◦ Ability to read, write, and understand English and/or Spanish.

◦ Ability to add, subtracts, multiply and divide

◦ Sitting and/or standing for long periods

WORK ENVIRONMENT

The work environment characteristics described here 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.

We proactively offer employment and advancement opportunities for individuals from all backgrounds. By engaging in a diverse workforce and using a diverse groups of suppliers, we position ourselves to successfully compete in a 21st Century global economy.