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ITCON Services · 1 month ago

Contact Center Customer Service Representative

Baltimore, MD

Full-time

Hybrid

Entry Level

1+ years exp

ITCON Services is seeking to hire seasoned Customer Service Representatives to build a pipeline for upcoming work. In this role, you will be the first point of contact for customers, providing high-quality service and support through inbound phone interactions.

Business IntelligenceCyber SecurityInformation TechnologyManagement ConsultingSoftware

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

Qualification

CRM systemsKnowledge Management toolsVerbal communicationBilingual communicationProblem-solving skillsEmpathyData entryAttention to detailAdaptability