Job Description

(CRI) is hiring Customer Service Representatives to perform contact center support for a highly recognized federal government contract. These positions are currently remote (work from home). This is a professional, structured, and fast-paced environment. Customer Service Representatives are to assist customers with loan operations via the call center phone/operational system, respond to incoming calls and emails from customers, transfer calls to the appropriate department, and support order processing and order form compilation. Customer Service Representatives will be required to ascertain critical issues to be escalated and must be able to effectively communicate the situation to their supervisor or other management.

To qualify, applicants must live within a 75-mile radius of an SBA badging facility in Las Vegas, NV. The reason for this is the employee will be expected to come into the facility for security clearance and badging purposes.

Compensation & Health and Welfare:

Customer Center Representatives earn at least $17.20 per hour; however, the hourly rate will depend on the applicable Wage Determination. In addition, cleared employees will earn $4.57 per hour paid (capped at 40 hours per week) in Health and Welfare. If the employee works a 40-hour week, this Health and Welfare will cover the full cost of employee-only medical, dental and vision premiums. This means the company is paying the employee’s medical, dental and/or insurance premiums.

Responsibilities & Duties:

• Provide a high-level of customer service in all responsibilities.
• Actively participate in training and apply lessons learned to provide excellent customer service in accordance with SBA needs/scripts/guides etc.
• Ensure accurate and timely handling of customer inquiries through multiple channels including but not limited to phone and email, while maintaining quality metrics.
• Use data analytics and user interviews to determine call trends that can be reported to SBA.
• Rapidly escalate issues to supervisor/management as appropriate.
• Use call scripts, messaging/email templates, desk guides.
• Learn necessary information to provide high-level customer service about relevant topics.
• Ensure the highest level of privacy and security to protect the client, their customers, while providing exceptional customer service.

Minimum Qualifications:

• High School diploma or GED required.
• 1 year of contact center or related customer experience.
• 6 months computer experience in a business environment
• Must be able to obtain and maintain a Public Trust Security Clearance
• Must be a US Citizen
• Minimum Internet requirements are 25mbps download and 10mbps upload to work from home.
• Current CRI employees are not eligible.

Preferred Qualifications:

• Bilingual – Spanish preferred
• Bachelor's degree
• Possess prior experience supporting the Small Business Administration.

Knowledge, Skills & Abilities:

• Must possess a friendly and professional speaking voice and patient demeanor.
• Outstanding attendance and punctuality
• Ability to provide excellent customer service.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations, financial reports, and legal documents.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public. Respond to inquiries or complaints from customers, agencies, or members of the business community.
• Strong computer skills (basic trouble shooting, fast and accurate typing, and using web browsers).
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EEOC – Know Your Rights Poster .

Please note: We are currently unable to consider applicants residing in California, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.

Compensation details: 17.2-17.2 Hourly Wage

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