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Customer Service Representative (Supervisory) (TX, Fort Worth)

Company: Arlluk Technology Solutions
Location: Fort Worth
Posted on: November 22, 2020

Job Description:

Description

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 coaching.

* 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 inquiries.

* Train CSRs on CC operations or other areas as directed by the Contact Center Manager.



Position Requirements

Education, Work Experience, Knowledge, Skills & Abilities:

* High school diploma or General Educational Development (GED) Certificate

* 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 skills

* 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 accommodations@koniag.com or by calling 703-488-9377 to request accommodations.

Travel Requirements

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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