Filer Support Team Agent - Tier 2 (Remote)

Rockville , MD
Apr 17, 2021
Apr 27, 2021
Full Time
Westat is seeking a Filer Support Team Agent - Tier 2 (Remote) to join its data collection team. The agent will be required to utilize various systems and applications to effectively assist filers with data collection.

Phone and Customer Service:
· Answer phone questions effectively and efficiently in real time
· Create new tickets for processing and appropriately close (complete) all assigned tickets
· Effectively move through tiers, as needed
· Answer filer questions and general data collection inquiries
· Respond to all voicemails within two to four business days
· Handle contentious callers and/or route the caller to the appropriate supervisor
· Work closely with project and help desk management

Email response:
· Review emails properly routed to the appropriate tiered mailbox
· Respond to all emails within two to four business days
· Effectively and efficiently answer filer questions and close (complete) all assigned tickets

· Act as a Subject Matter Expert to review agent responses for accuracy and completeness
· Address General Data Collection Report Questions
· Address Filer Specific Questions and provide technical assistance
· Provide technical support to special filers
· Generate mail merge files for Advance notification mailings
· Process company changes for existing filers
· Address filer concerns regarding Privacy/Data Security/ Confidentiality issues
· Other duties or responsibilities may be assigned due to changes in Data Collection protocol or conditions during the data collection period.

· A HS diploma or its equivalent is required to apply
· Be available to work 40 hours per week, to an assigned 8 hour shift
· Be available to work during the data collection period - April 23, 2021 through July 19, 2021.
· At least 3 years of customer service and/or technical assistance related experience
· Proficiency in Microsoft Office Applications
· Ability to navigate web-based software systems
· Technology and computer savvy
· Demonstrated organizational skills, high degree of accuracy in work and attention to detail
· Must be flexible, adaptable, proactive and able to manage multiple tasks throughout the day
· Strong written and oral communication skills
· Courteous, professional, positive attitude and tone on the phone
· Active and effective listening skills, attentiveness
· Ability to connect and build rapport with people from varying backgrounds and parts of the country

Preferred, but not required:
· Bachelor's degree

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity, or any other protected status under applicable law.