Customer Service Representative

About the Role

• F. H. Cann & Associates, Inc. (FHC) is a growing, family-owned company established in 1999.
• Seeking motivated and compassionate individuals committed to delivering exceptional customer experience.
• Opportunity supporting a Federal Contract.
• Requires obtaining a Federal public trust clearance.
• Work in a professional, fast-paced environment.

Project Hours of Operation

• Monday-Friday, 8:00 AM-9:00 PM ET (7:00 AM-8:00 PM CT)

Key Responsibilities

• Manage a high volume of back-to-back inbound calls in a fast-paced contact center environment.
• Deliver consistent, efficient call handling while maintaining professionalism and accuracy under time pressure.
• Operate multiple applications, databases, and computer programs.
• Offer superior customer service and soft customer service skills.
• Adhere to quality review of tasks handled and note accuracy.
• Meet or exceed FHC Key Performance Indicator (KPI) expectations, including call handling metrics and quality standards.
• Provide feedback to management regarding concerns and trends.
• Maintain high adherence, occupancy, & utilization within systems and daily activities.

Requirements & Tech Stack

• Ability to operate multiple applications, databases, and computer programs.
• Federal public trust clearance required.

Qualifications

• Candidates must be eligible to obtain a Public Trust clearance.
• Public Trust clearance requires U.S. citizenship.
• Employment is contingent upon the successful completion of a background investigation consistent with federal Public Trust requirements, which may include a credit check.
• Commitment to adhering to federal and state guidelines.
• Ability to maintain professionalism and accuracy under time pressure.