Call Center Representative
Location: Chesapeake, VA
Name: Kristin Layden
Our Call Center responds to and resolves Recruiting and Hiring inquiries transferred from the Tier 1 Customer Service Center (Phone/E-mail), as well as direct inquiries from candidates and employees in a timely manner and provides general information/assistance. The Contact Center resolves general inquiries from applicants regarding their application status, test scheduling information, and other related inquiries. The Call Center is operational between the core hours of 7:00 AM and 10:00 PM Eastern Standard Time (EST) Monday through Friday and 11:00 AM and 4:00 PM EST Saturday and Sunday, excluding federal holidays. The staffing schedule is created using shifts to ensure coverage during core hours. Current shift needs are during the hours of 1:30 PM to 10:00 PM EST Monday through Friday and 11:00 AM to 4:00 PM EST Saturday and Sunday
The Call Center Representative Junior answers general inbound and places outbound calls in a call center with the goal of resolving candidates recruiting hiring questions, concerns, and issues. The goal is to resolve issues and increase customer satisfaction. The CSR takes care of inbound and outbound calls of a lesser complexity that are primarily routine or basic in nature. Follows basic procedures and scripts, using fundamental knowledge to navigate information systems along with a basic knowledge of Federal Recruiting and Hiring processes.
Essential Duties and Responsibilities
Knowledge, Skills, and Abilities