Contact Center Operator (SCA)

District of Columbia, United States
Nov 23, 2022
Dec 23, 2022
Full Time
Contact Center Operator (SCA)
Job Profile:
Computer Operator II

JR Type:
Job Category:
Service Contract Act
Minimum Clearance Required to Start:
Percentage of Travel Required:
Type of Travel:
Program/Opportunity Name:
Program | DHS DeskTop
Referral Bonus Plan:

Job Description:

Candidate will perform the duties and responsibilities of a Contact Center Operator for the Department of Homeland Security (DHS) Contact Center. Responsible for responding to and routing public and customer inquiries. Candidate will need to respond to incoming calls from the customers to take their requests, answer questions and inquiries, provide information and handle complaints. Additionally, agents are responsible for making outbound VIP calls to set conference-calls while providing the highest level of customer service.

What You'll Get to Do:

Under general supervision, the Contact Center Operator will have the following duties and responsibilities:
  • Answering phones from customers professionally and responding to customer inquiries and complaints.
  • Researching required information using available resources.
  • Handling and resolving customer complaints regarding products to customer service problems.
  • Providing customers with the organization's service and product information.
  • Routing requests including; forms, and formal requirements requested by the customers.
  • Identifying, escalating priority issues and reporting to the high-level management.
  • Routing inbound calls to the appropriate resources.
  • Following up complicated customer calls where required.
  • Completing call notes and call reports as necessary and updating them.
  • Obtaining and evaluating all relevant data to handle complaints and inquiries.
  • Recording details of comments, inquiries, complaints, and actions taken.
  • Managing administration, communicating and coordinating with internal departments.
  • Identifyproblems and provide applicable remedies.
  • Other duties as assigned.
  • The work shift for the position is one of the following-:

Monday, Tuesday, Wednesday, and Thursday: 7:00AM - 7:00PM or Tuesday - Friday 11:00am - 9:00pm
  • This position is required to be onsite full-time.

You'll Bring These Qualifications:
  • BA/BS or equivalent
  • One year of applicable experience
  • Candidate will be required to obtain/maintain DHS Entry On Duty (EOD) access
  • Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face.

What We Can Offer You:
  • We've been named a Best Place to Work by the Washington Post.
  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
  • We offer competitive benefits and learning and development opportunities.
  • We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
  • For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.


Company Overview:

CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

Similar jobs