Goldschmitt and Associates (G&A) ยท 15 hours ago
Call Center Employee
Arlington, VA
Full-time
Remote
Entry Level
1+ years exp
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No H1B
Security Clearance Required
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Responsibilities
Maintain Command Center
Actively participate in training, and apply lessons learned in order to provide excellent customer service in accordance with SBA needs/scripts/guides etc.
Ensure phone is staffed properly each day
Respond to incoming calls and emails
Perform Real-time queue monitoring
Monitor call flows, queues, and day-to-day operations to meet the needs of SBA and end-user
Use data analytics and user interviews to determine call trends that can be reported to SBA
Implement any sudden program changes with agility, speed, and accuracy
Rapidly escalate issues to supervisor/management as appropriate
Using QA and Operational data, ensure scripts, messaging, and other deliverables reflect the proper guidance and exhibit high quality with ease of use
Apply process improvement techniques and CX strategies to ensure agent feedback is continuously incorporated in scripting to boost and continuously improve customer experience
Use call scripts, messaging/email templates, desk guides
Provide consistent and accurate reporting protocols
Deliver daily and weekly comprehensive, reports of operations and quality results
Produce detailed trend reports on an ad hoc basis to show historical, current, and/or cumulative call volumes, staffing, and customer inquiry information
Additional duties as assigned
Qualification
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Required
Possess at least 6 months of related experience
Possess reliable high-speed internet
Possess the ability to obtain and maintain a Public Trust clearance
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations, financial reports, and legal documents.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Preferred
Possess prior experience supporting the Small Business Administration
Possess the ability to speak both English and Spanish fluently
Benefits
401(k) with immediate vesting
Paid Sick Leave
At least 11 Paid Federal Holidays (Dependent upon County Wage Determination)
Tuition Reimbursement
Medical Insurance, including Vision and Dental Insurance
Employer-Paid Short-Term and Long-Term Disability
Employer Paid Life Insurance
Supplemental Life Insurance
FSA/HSA Programs
Commuter Benefits Program
Adoption Assistance Program
Employee Assistance Program (EAP)
Caregiver Support Program
Health Advocacy Program
Financial Wellbeing Support
Company
Goldschmitt and Associates (G&A)
Goldschmitt (G&A) offers a suite of services and solutions to support our clients with their complex business requirements.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase
