Customer Service Representative (DHS)

Customer Service Representative (DHS)

Are YOU looking for an opportunity to utilize your skills and personality to provide superb customer service? If so, this opportunity is for YOU!!! The Department of Homeland Security (DHS) is seeking a CSR to work within their Student Exchange Visitor Program (SEVP).  This role acts as a bridge for government organizations that have an interest in information on nonimmigrants whose primary reason for coming to the US is to be students. In this role, you'll get to engage with the stakeholders and provide state of the art contact center support via technical services across multiple technical and non-technical disciplines. 

Please note due to pandemic, this role is 100% remote.  Shift work is required in this position with an immediate start (once security clearance is obtained).  While the role will run through October 31, 2022, it is possible it will extend beyond this date.  This role will require receiving a Public Trust security clearance level.

Responsibilities:

• Resolve a wide variety of multifaceted stakeholder issues by engaging in multiple emails and chat messages simultaneously
• Operate in a high volume, metrics-driven contact center environment to support the Contact Center’s needs
• Multitask and research information on multiple databases at the same time
• Conceptualize scenarios and communicate them effectively to stakeholders
• Work independently and efficiently interpret research and analyze information from various sources
• Communicate effectively both orally (in groups and one-on-one) and in writing (as position occupied dictates)
• Navigate and analyze national web-based tracking systems relating to SEVIS and Fee Payment
• Provide support to international stakeholders and academic institutions

Requirements

• Must be a US Citizen
• Must have a minimum of 3 years of experience working in a high volume, multi-tier call center environment and/or have 3 years of in-bound call experience.
• Ability to use office systems such as telephony, CRM and other ticket systems, and MS Office Suite.
• High School diploma and specialized experience performing duties in support of a multi-tier/level Contact Center
• Utilize Customer Relationship Management (CRM) software for recording and tracking tickets.
• Ability to listen to sensitive information and communicate resolutions effectively across various audiences, both orally and in writing.
• Ability to work independently, and demonstrate ability to effectively interpret research and analyze information from various sources.
• Ability to multi-task and communicate effectively orally and in writing