ABBTECH Professional Resources, Inc. Call Center Service Rep in El Paso, Texas

Call Center Service Representative

Location: El Paso, TX

Must be able to pass a complete background check to eligible for a government clearance.

This position follows clearly detailed specific procedures in completing several repetitive clerical steps performed in a prescribed or slightly varied sequence, such as coding and filing documents in an extensive alphabetical file; could involve simple posting to individual accounts, opening mail, calculating and posting charges to departmental accounts, operating basic office equipment, e.g., photocopier, facsimile, multi-line phone/voicemail systems, mailing machines, and minimal computer programs. Little or no subject-matter knowledge is required, but the clerk uses his or her own judgment in choosing the proper procedure for each task.

Responsibilities and Duties

The candidate will be required to provide superior customer service in a contact/call center/help desk environment through multiple channels of correspondence.

The candidate will be required to handle questions and concerns with the highest degree of courtesy and professionalism.

The candidate will be required to communicate with end-users using web-based tools regarding navigation of both government and non-government applications in a leveraged environment supporting one or multiple queues/skill sets over various accounts.

The candidate will be required to accurately document all correspondence with end-users; thus a high proficiency in typing and grammar is a must.

The candidate will be friendly, have a passion for customer service excellence, and enjoy helping people.

The candidate will have a tactful manner and ability to effectively deal with difficult situations.

The candidate will be required to continually maintain a working knowledge of systems/applications/products serviced by the leveraged contact center.

The candidate will be required to follow strict work instructions and procedures that may vary by account.

The candidate will be required to adapt to continual changes to work instructions and procedures on each account.

The candidate will be involved in activities with contingent employee agencies, as it pertains to their role, on an as needed basis.

The candidate may be involved with training and development activities with both new hires and peers, as it pertains to their role, on an as-needed basis.

The candidate may be involved with quality monitoring and evaluation, as it pertains to their role, on an as-needed basis.

The candidate may be involved with reports, documentation and knowledge management, as it pertains to their role, on an as-needed basis.

The candidate may be involved with workforce management functions, as it pertains to their role, on an as-needed basis.

The candidate may be involved with social media activities, as it pertains to their role, on an as-needed basis.

The candidate will act as a role model and may be involved with team building and leadership activities, as it pertains to their role, on an as-needed basis.

The candidate must have an impeccable attendance record and excellent work ethic.

A college degree is preferred, but not required

Bi-lingual, fluent in Spanish and English is a plus

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans