Customer Service Representative (Supervisory) (TX, Fort Worth)
Company: Arlluk Technology Solutions
Location: Fort Worth
Posted on: November 22, 2020
Koniag Government Services is hiring experienced and dedicated
Supervisory Customer Service Representatives (CSRs) in support of
our government client in Fort Worth, TX.
We offer competitive compensation and an extraordinary benefits
package including health, dental and vision insurance, 401K with
company matching, flexible spending accounts, paid holidays, three
weeks paid time off, and more.
The Supervisory Customer Service Representatives (CSRs) are
responsible for daily supervision of CSRs, QA on all access
channels, and performance feedback and coaching.
Essential Functions, Responsibilities & Duties may include, but are
not limited to:
* Monitor CSRs interactions and provide performance feedback and
* Work with the Quality Coordinator on quality assurance plans,
outcomes, performance results, coaching.
* Performing QA on all access channels (interpreting quality
standards, calibrating with other
* Supervisors and the government).
* Track, analyze, and report performance results to CSRs and
Contact Center (CC) management.
* Provide real-time support in the CC, assisting CSRs with
questions, problems, resource retrieval, and escalated
* Train CSRs on CC operations or other areas as directed by the
Contact Center Manager.
Education, Work Experience, Knowledge, Skills & Abilities:
* High school diploma or General Educational Development (GED)
* Customer service experience and ability to handle inquiries and
requests in a courteous and professional manner, including calls
received in crisis situations, and/or from abusive callers
* General knowledge of government programs
* Two or more years experience serving as a CSR at the respective
skill level, or one or more years of experience supervising CSRs at
the respective skill level
* Excellent oral, written, and interpersonal communications
* Strong organizational skills
* Experience in quality monitoring, evaluation, and performance
management and coaching
* Experience in monitoring contact center activities (volume,
staffing, CSAT data, and KPIs)
* Must be positive and self-motivated with the ability to change
priorities on demand
Working Environment & Conditions
This job operates in a professional office environment and has a
noise level of mostly low to moderate. This role routinely uses
standard office equipment such as computers, phones, photocopiers,
filing cabinets and fax machines.
This position is primarily indoors, consistent with a standard
office position and has a noise level of mostly low to moderate.
The incumbent is required to stand; walk; sit; use hands to finger,
handle, or feel objects, tools, or controls; reach with hands and
arms; talk and hear. The work load may require the incumbent to sit
for extended periods of time. The incumbent must be able to read,
do simple math calculations and withstand moderate amounts of
stress. The incumbent must occasionally lift and/or move up to 25
lbs. Specific vision abilities required by the job include close
vision, distance vision, color vision, depth perception, and the
ability to adjust focus.
Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not
discriminate against any employee or applicant because of race,
color, religion, creed, sex, sexual orientation, gender or gender
identity (except where gender is a bona fide occupational
qualification), national origin, age, disability, military/veteran
status, marital status, genetic information or any other factor
protected by law. We are committed to equal employment opportunity
in all decisions related to employment, promotion, wages, benefits
and all other privileges, terms and conditions of employment.
The company is dedicated to seeking all qualified applicants. If
you require an accommodation to navigate or to apply to a position
on our website, please contact Heaven Wood via e-mail at
email@example.com or by calling 703-488-9377 to request
Security Clearance U. S. Citizen with Public Trust Clearance
About our Company
Arlluk Technology Solutions, LLC (Arlluk) is a newly established
Alaskan Native-owned, small disadvantaged business that is part of
the Koniag Government Services group. Arlluk provides Application
Development, Maintenance, and Enhancements, Enterprise IT
Infrastructure Solutions, Cyber Security, and Integrated Program
Management services. We support Federal civilian and defense
agencies and State governments across multiple business functions
including: Finance, Health, Defense, Social Services, Consumer
Protection and Insurance. Arlluk has an 8(a) application pending
with the Small Business Administration.
Keywords: Arlluk Technology Solutions, Fort Worth , Customer Service Representative (Supervisory) (TX, Fort Worth), Hospitality & Tourism , Fort Worth, Texas
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