Systems Integration, Inc. (SII) ยท 1 month ago
Customer Service Representative (GSA)
KCMO,MO,US
Full-time
Onsite
Entry, Mid Level
1+ years expSystems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. They are seeking Customer Service Representatives in Kansas City, MO to support a Federal Government Program, focusing on providing excellent customer service and managing customer interactions.
Information Technology
No H1B
Security Clearance Required
Responsibilities
Provides excellent customer service by answering calls professionally, provides accurate information and minimizes redirection
Makes outbound calls/emails for billing, collections, customer research, quality issues, and other mission related needs
Reviews outstanding accounts assigned. Contacts customers/industry partners, facilitates payment arrangements, documents actions, and escalates unresolved issues
Logs all interactions in Salesforce VISION the same business day, following GSA documentation standards
Responds to emails within 24 hours; responds to live chats in real time and asynchronous messages within 24 hours
Provides information on GSA programs, assists with pre- and post-order issues, and guides users through GSA websites and tools
Helps users with account access, navigation, troubleshooting, and step-by -step guidance on GSA systems
Tracks case status, routes escalations and uses knowledge management resources within VISION
Ensures compliance with KPIs, metrics and performance standards to ensure excellent customer experience
Qualification
Required
Must have a Public Trust clearance status and must maintain any required clearances or suitability determinations
Minimum 1-3 years customer service, call center or help desk experience
Strong communication and customer service skills
Ability to research information and work with SMEs for intermediate-level inquiries
For advanced roles: technical troubleshooting or collections experience
Proficiency with CRM systems, Salesforce preferred
Attention to detail and strong documentation accuracy with excellent typing skills
Ability to work in a fast-paced, metrics-driven environment
High School diploma or equivalent required, additional education preferred
Must be able to pass a federal background check going back 7 years without felonies
Must be able to pass a federal credit check
Preferred
Proficiency with CRM systems, Salesforce preferred
Additional education preferred
Company
Systems Integration, Inc. (SII)
Systems Integration is an information technology company that offers turnkey contact center infrastructure solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Srinath Narayan
Chairman & CEO
Company data provided by crunchbase