Customer Service Representative

Location
Largo, MD
Posted
Jun 07, 2017
Closes
Jun 26, 2017
Function
Customer Service
Hours
Full Time
General Dynamics is looking for several Customer Service representatives, serving the University of Maryland University College at our Largo, MD location. The UMUC agent position is focused on improving the lives of the adult learners that call in by placing the students interest above all else.  Agents must have the ability to provide white-glove service leaving the student feeling that the level of service received exceeded their expectations.   Ensuring a smile is felt by the student during every interaction.  As students call the UMUC agent is expected to anticipate all the needs of the caller taking the time to explain the smallest of details.  An agent must be energetic, organized, and have a passion for positively impacting a caller leaving them grateful for having the experience.  To be successful in this mission an agent must have exemplary communication skills required to assist the various types of personas.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Receives transactions from adult learners and determines appropriate action to be taken on customer's behalf, which may include problem determination and appropriate next steps.
  • Responds to inquiries received from students through phone and online channels related to student services issues such as admissions, financial aid, and business office questions.
  • Uses a computer system to track questions and answers as well as enter requests.
  • Responds to written inquiries according to standard operating procedures ensuring that all aspects of the questions are answered to exceed customer expectations.
  • Communicates with co-workers to research problem and find solution.
  • Escalates more complex questions to Team Lead or Supervisor and learns from those escalations to reduce future escalation needs.
  • Communicates with Team lead/ Supervisor, team members and other teams regarding problems, solutions and trends.
  • Determines and recommends additional ways to provide an exemplary student experience.
  • Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures.
  • Adhere to UMUC policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII).
  • Practice GDIT Core Values and act as a role model.
  • May be required to work GDIT scheduled holidays and other non-regular business hours
  • Participates in special projects as required; performs other duties as assigned.
  • Will be required to successfully complete periodic program-specific training.
  • Regular and predictable attendance is required.
  • May be required to work off-shift as necessary, to include night and weekend hours.
Education
  • High school diploma or equivalent, or current student status. College experience or degree is preferred.
  • Working knowledge of supported operating systems, software, and hardware preferred.
  • Understanding of troubleshooting processes, technology and tools preferred.
  • Minimum of 1 year of related customer service, call center or help desk experience.
Qualifications
  • Strong computer navigation skills.
  • Ability to communicate effectively both verbally and in writing.
  • Outstanding teamwork, initiative, detail orientation, and problem solving skills.
  • Excellent organizational and time management abilities.
  • Ability to recognize trends and escalate priority issues.
  • Ability to provide extraordinary customer service experiences.
  • Uses good judgment to make decisions and proactively problem solve, as required.
  • Strong evaluation and analysis skills.
  • Excellent attention to details.
  • Excellent listening and interpersonal skills and the ability to organize simultaneous tasks.
WORKING CONDITIONS:

 

The work is typically performed in an office environment; which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is; the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI); the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings; electronic devices; or paper that can be brought into production areas. The above job description is not intended to be; nor should it be construed as; exhaustive of all responsibilities; skills; efforts; or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job. General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).


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.