In-Bound Call Center Representative

Job Description

In-Bound Call Center Representative

Work Location: Tysons Corner, VA

Schedule: Full Time; fully remote

Relocation: N/A

Note: This position requires a Public Trust Clearance.

Insight Technology Solutions currently supports a contract providing call center support for the Student Exchange and Visitor Program (SEVP) within the Department of Homeland Security. We are looking for candidates with previous experience in providing end-user phone support in a high call volume environment with a proven ability to deliver comprehensive customer service and updates regarding sensitive information.

Job Responsibilities:

- Ability to operate in a high-volume metrics driven call center environment

- Ability to be flexible with work schedule to support the Call Center’s needs during operating hours

- Ability to multitask and research information on multiple databases at the same time

- Ability to enter data and talk to stakeholders at the same time

- Ability to conceptualize scenarios and communicate it effectively to stakeholders

- Ability to work independently, and demonstrated ability to efficiently interpret research and analyze information from various sources

- Ability to communicate effectively both orally (in groups and one-on-one) and in writing (as position occupied dictates)

- Ability to listen actively to sensitive information

- Ability to successfully navigate national web-based tracking systems relating to SEVIS and Fee Payment

- Ability to analyze multifaceted issues relating to the SEVIS system

- Ability to provide support to international stakeholders and academic institutions

- Ability to utilize telephony systems, CRM, Microsoft Dynamics and other ticket tracker systems, and Microsoft Office Suite

Education and Experience Requirements:

- Education: High school diploma required.

- Experience: Minimum of three (3) years of specialized experience supporting a Call Center or Help Desk environment.

- Certification: HDI Certification is highly preferred but not required.

Insight Technology Solutions is an Equal Opportunity Employer