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Company Name : Strategic Results
Location : Vienna, VA 22180
Position : Customer Service Support Staff
Job Description : POSITION POSTING DESCRIPTIONPosition Overview: Strategic Results has an immediate opening for a highly motivated, full-time Customer Service Representative to work onsite in Vienna, VA.As a Customer Service Rep, you will provide the first point of contact when people arrive at the NHI Facilities or when requesting customer service to resolve an issue from services rendered by NHI. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.Primary Responsibilities: a) Staff the front desk during the core hours of 7:30 a.m. to 4:30 p.m. local time and maintain a weekly front desk schedule. Greet visitors who come to the NHI facilitiesb) Answer, screen, and properly route telephone callsc) Answer all calls from the toll-free telephone line and provide guidance as indicated in the Customer Service Project Pland) Provide customer service, by tracking all customer service inquiries in the appropriate tracking system, by managing and responding to customer service email within 24 hours of receipt, providing tier 1 customer service support for intake and triage for all customers (participants and hosts), assigning to the tier 2 customer service team by category and subcategory of the inquiry within 24 hours of receipt, and following-up on all open customer service inquiries until closed dailye) Manage checks submitted to NHI by generating and maintaining the check transaction logs, distributing the checks in accordance with the FHWA’s Financial Integrity Review and Evaluation (FIRE) guidelines and the Cash Management Act in addition to the Standard Operating Procedures daily, distributing incoming checks to appropriate administrative staff with 100% accuracy and obtaining signatures dailyRequired Knowledge, Skills, & Abilities: a) Open and maintain customer accounts by recording account informationb) Strong interpersonal skills and active listeningc) Familiar with CRM systems and practices is a plusd) Ability to adapt/respond to different types of characterse) Excellent communication and presentation skillsf) Ability to multi-task, prioritize and manage time effectivelyg) Keeps records of customer interactions, process customer accounts, and file documentsh) Follows communication procedures, guidelines, and policiesi) Goes the extra mile to engage customersj) Identifies and assesses customers’ needs to achieve satisfactionk) Builds sustainable relationships of trust through open and interactive communicationl) Provides accurate, valid, and complete information by using the right methods/toolExperience & Education: a) Bachelor’s degree (Preferred)b) US Work Authorization (Required)c) Demonstrable Customer Service Support experience (Preferred)Location: This is a contract position at the National Highway Institute, 2600 Park Tower Drive Suite 500 Vienna, Virginia 22180.Strategic Result: In assuming this position, you will be a critical contributor to meeting Strategic Results mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments, the guiding principles of our culture. We empower our staff to work together with colleagues at all levels and be part of the decision-making process; we create transparency in our operations with our clients and employees; and we offer our people opportunities to grow and challenge themselves in meaningful ways. We’re committed to excellence. As a SR employee, we will challenge you, we will empower you, and we will mentor you. If you are passionate about this opportunity, submit your application by clicking the apply for this job online button.Only those applicants who meet the above criteria will be contacted for interview. SR is an equal opportunity employer offering employment without regard to race, color, religion, sex, sexual orientation, age, national origin, citizenship, physical or mentJob Type: Full-timePay: Up to $56,000.00 per yearBenefits:401(k)Dental insuranceHealth insurancePaid time offVision insuranceSchedule:8 hour shiftApplication Question(s):Do you have any certifications or accreditations for this position?Education:High school or equivalent (Required)Experience:customer service: 4 years (Required)Work Location: One location
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