Customer Service Representative – Tier I Support

Kreative Technologies, LLC is seeking a Customer Service Representative to support their call center operations. The ideal candidate will provide exceptional service to clients and government personnel by handling inbound and outbound calls, responding to inquiries, and documenting interactions according to established procedures.

Responsibilities:

• Handle inbound and outbound calls in a call center environment while providing excellent customer service
• Answer customer inquiries via telephone and respond to requests using professional etiquette
• Log and update all customer interactions in the tracking system in accordance with call center procedures
• Assist inspectors with profile discrepancy changes, cancellations, rescheduling, and unit verification counts
• Provide clients with role assignments for access into subsystems
• Reset passwords, reactivate IDs, and assist with account access issues
• Research and resolve customer inquiries using available resources such as user guides, manuals, website documentation, and call center alerts
• Escalate incidents and inquiry tickets with complete documentation of troubleshooting steps for issues unresolved at the Tier 1 level
• Transfer calls (warm/cold) to appropriate staff following established call center procedures
• Recognize, document, and alert supervisors of trends in customer inquiries or recurring issues
• Stay up-to-date with system changes, procedures, and customer information through ongoing training and resource materials
• Perform other duties as assigned to support team and organizational goals

Requirements:

• Must be a U.S. citizen eligible for a security clearance
• High School Diploma or equivalent (GED) required
• Experience supporting I.T./Helpdesk call centers preferred
• Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented focus with the ability to work with minimal supervision
• Excellent oral and written communication skills