Responsible for answering, processing, and documenting all calls from customers and representatives.
Acts as service liaison between the customer and internal operational staff.
Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests.
Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities.
Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner.
Promotes electronic communication services by recognizing opportunities to utilize advanced case management technology.
Accurately documents all call information in case management system according to standard operating procedures.
Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary.

GED, High School Diploma or higher.
1-3 years: Customer Service experience.
Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation.
Strong knowledge of administrative processes.
Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly.
Excellent data entry and typing skills.
Ability to work various shifts and hours to cover multiple time zones.

Customer Service Representative, QTC

Key skills