Customer Service Agent
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Full-time
USD75.4K - 100K/year
~COP150M - 200M/year
+ Equity
+ Bonuses
Posted about 3 years ago
Responsibilities
RP Professional Services, LLC (RP) is a rapidly growing government consulting firm headquartered in Ashburn, Virginia. We’re an 8(a), Service-Disabled Veteran-Owned Small Business (SDVOSB) that exclusively enables the missions of U.S. Federal agencies through superior mission support and technology integration. Our dedication to our employees and clients is driven by our promise to deliver Excellence, Value, and Flexibility. "People, not just Resources" is more than our motto; it's the foundation on which we are built! At RP, we take pride in who we are and what we deliver.
RP is seeking world class Customer Service Agents to provide support to small business owners in a crisis contract center. In this role, you will ensure each customer receives the best and most efficient and effective service possible in a people-first environment that values your expertise, encourages entrepreneurship, and promotes and rewards innovation. You’ll answer inbound calls and provide solutions additionally via email. We are seeking candidate who thrive in a fast-paced, demanding, and ever-changing contact center environment. This is currently a non-supervisory, remote.
Responsibilities:
- You'll answer inbound calls from customers that are specific to certain programs; you'll utilize a playbook to determine which script is appropriate and follow for guidance.
- You'll provide world class customer service by ensuring that all customers receive the best and most efficient and effective service possible
- You'll use a template to respond to email from customers
- You'll accurately document the resolution of all calls or emails in the prescribed customer relationship management system(s)
- You'll accurately confirm the identity or "authenticating" customers before providing account-specific information to help prevent fraud, ensure privacy rights are protected, and avoid a data breach
- You'll review customer account information in SBA systems and correctly conveying information and/or status updates to help customers resolve their issues or reach the correct department at SBA or elsewhere
- You'll Communicate verbally or in writing in a clear and professional manner with customers and all contact center project team staff
- Others duties as assigned