Customer Service Representative (Unified Communications)

Location
Oklahoma City, OK
Posted
Jan 12, 2017
Closes
Jul 18, 2017
Hours
Full Time
Job Description/Job Responsibilities

  1. Provide knowledgeable, courteous, and professional assistance to initial, escalated and other priority telephone inquiries.
  2. Is familiar with all resources that support customer operations
  3. Provides support via the telephone and/or Internet to respond to customer inquiries and resolve routine issues
  4. Responds to and provides knowledgeable, courteous, and professional assistance to initial, escalated and other priority telephone inquiries
  5. Assists with and oversee productivity, quality, and timeliness of work in the completion of department tasks and goals
  6. Assists in monitoring calls and analyzing quality and recommend actions for improvement
  7. Maintains, updates, and tracks reports, spreadsheets, logs, and other documents as assigned with high degree of accuracy
  8. Must be able to recognize, report, and escalate customer inquiries/issues, system and equipment issues
  9. Maintains a current understanding of the processing procedures to respond to a variety of phone inquiries
  10. Continually looks for and suggests process improvements which will benefit program office and our customers (internal and external)
  11. Gives and receives constructive feedback on call quality
  12. Assists with correspondence as requested
  13. Supports the implementation of new procedures and processes
  14. Utilizes databases and policy and procedure materials to look up and provides information to telephone and email inquiries
  15. Adheres to and supports departmental metrics and goals and assigned work schedules
  16. Maintains appropriate documentation of phone inquiries
  17. Supports CSR/program office expectations as well as departmental and corporate policies and procedures
  18. Performs other related duties as assigned
  19. Regular and predictable attendance is required.
 

 

Education Associates Degree in a related discipline, or the equivalent combination of education, technical training or work experience.

 

5-8 years of related customer service, call center or help desk experience.

Qualifications
  • ITIL V3 certification preferred Unique/Additional Requirements
  • Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
  • Excellent communication (both verbal and written) skills required
  • Must be able to type a minimum of 20 WPM
  • Proven ability to work as a member of a team is required
  • PC skills, including MS Office applications, required
  • Must be able to obtain and retain an FAA-issued PIV badge (Mandatory)
  As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.