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Kreative Technologies, LLC · 22 hours ago

Customer Service Representative - Tier 1

United States

Full-time

Remote

New Grad, Entry Level

$18/hr - $20/hr

Kreative Technologies, LLC is seeking a Customer Service Representative to support their call center operations by providing exceptional service to clients and government personnel. The ideal candidate will handle inbound and outbound calls, respond to inquiries, and document interactions in accordance with established procedures.

Information TechnologySoftware

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Handle inbound and outbound calls in a call center environment while providing excellent customer service

Answer customer inquiries via telephone and respond to requests using professional etiquette

Log and update all customer interactions in the tracking system in accordance with call center procedures

Assist inspectors with profile discrepancy changes, cancellations, rescheduling, and unit verification counts

Provide clients with role assignments for access into subsystems

Reset passwords, reactivate IDs, and assist with account access issues

Research and resolve customer inquiries using available resources such as user guides, manuals, website documentation, and call center alerts

Escalate incidents and inquiry tickets with complete documentation of troubleshooting steps for issues unresolved at the Tier 1 level

Transfer calls (warm/cold) to appropriate staff following established call center procedures

Recognize, document, and alert supervisors of trends in customer inquiries or recurring issues

Stay up-to-date with system changes, procedures, and customer information through ongoing training and resource materials

Perform other duties as assigned to support team and organizational goals

Qualification

Customer serviceAnalytical abilitiesI.T. support experienceProblem-solvingCommunication skills

Required

High School Diploma or equivalent (GED) required

Must be a U.S. citizen eligible for a security clearance

Excellent oral and written communication skills

Preferred

Experience supporting I.T./Helpdesk call centers preferred

Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented focus with the ability to work with minimal supervision