Customer Service Representative- CSC (LegallyBlind/Visually Impaired candidates encouraged to apply

IFB Solutions is hiring a Customer Service Representative to assist callers on behalf of government agencies. The role provides customer support by phone and email, maintains accurate interaction records, meets government contract requirements, resolves inquiries using reference materials, and protects customer and agency information.

Responsibilities:

• Provide excellent service to customers and partners through phone calls and emails
• Assist in meeting customer service goals and service level agreements
• Maintain accurate records of customer interactions and services
• Meet requirements as set by the government contract as well as to any amendments
• Utilize reference materials to assist in resolving any inquiries
• Maintain the strictest confidentiality and privacy of customer and agency information
• Assist other personnel as time and knowledge permit
• Participate in training and meetings as requested
• Perform other duties as assigned

Requirements:

• Must be proficient with Windows 10 and the Chrome browser, able to type 30 wpm and proficient with internet navigation
• Must be able to multitask and use multiple computer programs at the same time
• Must have the ability to work a schedule which may include evenings, weekends, and holidays, including variable shifts
• Must have excellent interpersonal skills and the ability to work in partnership with others
• Must have excellent verbal and written communication skills
• Must have the ability to handle stressful situations in a professional manner
• Must be able to learn and demonstrate knowledge of products and services that will be supported
• Must be able to sit, type, and focus on computer work for long durations and be able to listen and speak with customers for long periods of time
• A high school diploma or equivalent is required
• If applicable, demonstrated proficiency in the use of assistive technology is required with either JAWS and/or ZOOM text for visual adaptation
• Must have a Windows 10 computer and high-speed internet (cable, DSL, or fiber)
• Must have a landline or VOIP phone service
• Two years' customer service experience is preferred
• Being bilingual in English and Spanish is a plus