Customer Service Representative

Martinsburg, PA - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Customer Service Representative - USCG NMC

Work Location: Martinsburg WV

Schedule: Full Time;fully remote

Relocation: N/A

Note:This position requiresPublic TrustClearance.

Iron Mountain Solutions currently supports a contract providing call center support for the U.S. Coast Guard (USCG) National Maritime Centers (NMC) Contact Center (CC). The Contact Center Specialist provides direct telephone email and chat-based support to members of the Merchant Mariner community members of the public and other concerned parties on the Merchant Mariner credentialing process as administered by the United States Coast Guard National Maritime Center. The position requires the candidate to quickly develop an understanding of the laws regulations policies and processes involved in the Merchant Mariner credentialing process and relies on the candidates strong customer service and communication skills both orally and in writing.

Job Responsibilities:

Answering or making calls to clients to learn about and address their needs complaints or other issues with products or services.
Responding efficiently and accurately to callers explaining possible solutions and ensuring that clients feel supported and valued.
Engaging in active listening with callers confirming or clarifying information and diffusing angry clients as needed.
Building lasting relationships with clients and other call center team members based on trust and reliability.
Utilizing software databases scripts and tools appropriately.
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

Education and Experience Requirements:

Bachelors degree (no experience required) or
High school diploma (or equivalent) and 6 years of relevant experience
Must be able to obtain a Public Trust Clearance
Must have exceptional written and verbal communications skills

Iron Mountain Solutions is an Equal Opportunity Employer

Required Experience:

Unclear Seniority

Customer Service Representative - USCG NMCWork Location: Martinsburg WV Schedule: Full Time;fully remoteRelocation: N/ANote:This position requiresPublic TrustClearance.Iron Mountain Solutions currently supports a contract providing call center support for the U.S. Coast Guard (USCG) N...