Customer Service Support
Job DescriptioncFocus Software Inc. is seeking, full-time and part-time, Customer Service Agents to support the National Institutes of Health (NIH) Call Center Services (CSS) program. The NIH Call Center performs a vital role for NIH as its communication center, open 24x7, 365 days a year.Responsibilities include:Provides internal or external customer service and relationship management via phone, serving as the first line of support and hospital staff support.Serves customers by taking telephone, fax, and email inquiries; and providing information.Ensure that no fail calls are handled in an expedient and appropriate manner, following all operating procedures. This includes: Code Blue, STAT, OR Team and Rapid Response Team Emergencies.Communicating with Fire and Rescue: Facilitating the needs of the NIH Community and surrounding area.Paging Services: Including a wide array of announcements ranging from critical care to daily notifications.Maintains a comprehensive working knowledge of policies, procedures and services in order to ensure the appropriate level of customer service is delivered.Requirements include:Proven customer support experience or experience as a client service representativeMaintain a positive and professional demeanorExcellent written and verbal communicationsExceptional listening, questioning and call control techniquesSuccessful completion of on-site trainingAbility to multi-task, priorities, and manage time effectivelyHigh school diploma or 2+ years customer service experience, or equivalent.Call Center supervisory experience is a plus for advancement opportunitiesBilingual experience not required, but a plus.NOTE: Agents must have a contingency plan in place to ensure they are able to work as scheduled during weather emergencies such as blizzards, hurricanes, road closures or the closing of public transitCompany DescriptionIn 2006, cFocus Software began supporting government agencies, primarily within the Department of Defense. Over the years, as our reputation has grown, so, too, has our customer base. We now support customers from civilian federal agencies, as well as state and local governments and the private sector.