Customer Service Representative Lead

Tuknik Government Services a Koniag Government Services company is seeking a Customer Service Representative to support TGS and government customer at Durham NC. This position requires the candidate to be able to obtain a Public 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 in a Call Center environment providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware software mainframe access and printer be on the phones 7-8 hours a employees are considered mission critical and are expected to report even during inclement weather :Main Hours: Mon-Fri 5:00am-1:30pm (Opening of the Call Center) Need someone with great attendanceAssist working: After 1:30pm when neededRotate working on some holidaysLocation: North CarolinaJob Responsibilities listed below:The person selected will be able to do the following: Responds to ASC and Severity 1 emails in a timely manner Dial into Tiger Calls and provide status report to CC ManagerAssist with the monthly SIR reportEnsure SLA is met with Virtuals/Portal RequestsEnsure SLAs documented in the SOW are being metEnsure new metrics given by the customer is met with your assigned agentsAssist with DMF ReportAssist with the daily Staffing reportAssist with the new hire training schedule and providing ACD training codesGreet new hires on their first day- Assist to get their badge Onboarding tasksAssist with Retrieve equipment from agent when resigned/termedHW AM Dispatch ReportUpdating Hardware document to make currentResponsible for Portal schedulesEnsure policies and guidelines are being followed by the teamCoaching Mentoring and Meeting with CSRsBe able to effectively interact with all team members in both locationsManage Schedules in SharePointAssist with ticket managementCoordinate callback efforts Assist with phone calls especially in the morningsACD Monitoring- Ensure Agents are logged into phonesFollow the Incident Management Process (Outage Notification) AlertsAssist with Aged tickets/On Hold reportsAssist with Customer Survey challengesQA agents ticketsExpert in PII and VIP processWeekly and monthly reportingBack-up to other leads when neededWork closely with the other leads and Call Center ManagerAble to get task completed ASAP when neededEnsure the queues are managed dailyProvide manager with weekly status reportAttend weekly leads meeting and convey message to the teamSchedulingReview ACD reportsMonitor callsOther duties as candidate must: To apply for the position you must have the qualifications below:Attendance Exceeds expectationsNo performance IssuesTickets- Should not be on the weekly report for returned tickets Able to communicate effectively verbally and in writingAble to Multi-task and have no issues to do additional tasksMust be a team player Able to work with your co-workers and managementSSA Call Center experience for at least 1 YearSecurity Requirement: Ability to obtain a public Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local 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 company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352