Customer Service Representative

The Customer Service Representative (CSR) plays a significant role on a fully remote team that supports the DOL-NCC. As a CSR, you will be part of a team that supports the overall mission of the NCC by handling daily interactions with the American public. The Department of Labor (DOL) National Contact Center (NCC) directly supports all DOL’s strategic goals by providing American public customers across the nation with timely, accurate and understandable information for a wide range of Departmental programs and services. To accomplish this, the DOL-NCC interacts with customers through the communication vehicle of their choice including telephones, self-service on the web, texting, email, U.S. mail and chat. The DOL-NCC supports public communications by providing live customer service support for telephone, voicemail, texting, faxing, chat, U.S. mail, and email communication methods.ResponsibilitiesAs a CSR, you will have the opportunity to utilize your customer service skills and experience, as well as critical thinking skills, to support American consumers who have labor-related questions, such as questions about paychecks, how to contact a specific department or Government agency, and safety concerns in the workplace. During the handling of these inquiries, you will use a cloud-based telephony system and a Customer Relationship Management (CRM) tool for research and informational purposes. A successful candidate will be able to work independently as well as part of a larger team which supports one another throughout the day. Minimum QualificationsHigh School diploma or General Educational Development (GED) certificateA minimum of two years call center customer service experienceOral and written communication skills sufficient to facilitate clear and accurate information exchanges with customersAbility to control the pace, flow of the inquiry, and manage call time effectivelyAbility to handle inquiries and requests in a courteous and professional manner, including calls received in crises, and/or from abusive callersAbility to listen to, empathize with customers, and acknowledge their concernsAbility to follow protocol and to apply sensitivity and discretion in handling confidential informationAbility to gather and document information to determine a customer’s needs, apply problem solving skills, and resolve the inquiry/request effectivelyComputer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient mannerAbility to use the web to search and retrieve informationAbility to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers using appropriate equipmentAbility to take direction within a team setting and complete team-related work promptlyEquivalent to a low-risk public trust background investigationOther Job Specific SkillsProficient in the use of MS Office including Word, Excel, PowerPoint, and OutlookAble to work in a fast-paced environment