VIATEQ Corporation is looking for a Customer Service Representative / Call Center Agent to provide contact center support for our various clients. In this role, you will receive and respond to inbound conversations with callers. Our ideal candidate for this role is passionate about providing excellent customer service and is comfortable working with a high call volume. This is a remote role, and you will need to have a strong and reliable internet connection to work from home. A member of our recruiting team will review our contracts available at VIATEQ and determine which is the best fit for you.
Responsibilities
- Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client instruction
- Proficiently utilize online reference materials relating to the program to provide confident, accurate, and efficient information
- Actively listen to the caller to recognize opportunities to offer additional information, ensuring the caller has received the best customer service experience possible
- Educate and answer questions from customers, providing the most up-to-date information available
- Document each customer's inquiry information in a database
- Utilize technical systems effectively and efficiently, including desktop, call center-specific phone systems, and the internet
- Meet department quality standards and metrics
- Follow protocol and apply sensitivity and discretion in handling confidential information
- Maintain sufficient reliable private internet connection, not supplied by the use of cellular data, with the ability to hardwire via ethernet cable
Basic Qualifications
- High School Diploma or GED
- Strong communication skills (including active listening, verbal communication, and written communication)
- Strong customer service skills
- Strong computer skills (including how to operate a computer, use internet search engines, and navigate multiple windows/tabs)
- Ability to multi-task
- Ability to sit for extended periods of time
- Ability to pass a background check
- Strong internet connection due to the remote nature of this role
Preferred Qualifications
- Fluently bilingual in Spanish
- Previous experience as a Customer Service Representative or Call Center Agent
- Licenses in Insurance, Healthcare, and/or Finance sectors
- Previous experience with the FEMA Call Center
- Previous Public Trust Clearance or ability to pass a Public Trust Clearance (for government clients only)
About VIATEQ
VIATEQ is a proactive provider of collaborative solutions for federal government agencies. Our collaborative service framework and flexibility allow employees, customers, and business partners to work together successfully anywhere, anytime. VIATEQ's service areas also allow government agencies to respond to competitive pressures and achieve new performance levels.
VIATEQ offers competitive compensation and a strong benefits package, including comprehensive healthcare, 401(k), paid time off, flexible spending accounts, professional development reimbursement, and other benefits for you and your family.
Equal Opportunity Statement
VIATEQ provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
