Customer Service Representative I, DAYS

About the Role

This role involves serving customers by determining their needs, answering inquiries, resolving problems, fulfilling requests, and maintaining databases. The position requires written correspondence and is located on-site.

Key Responsibilities

• Determine customer requirements by asking probing questions.
• Answer inquiries by clarifying customer needs and providing researched information.
• Resolve problems by clarifying issues, exploring solutions, implementing them, and escalating unresolved issues.
• Fulfill requests by clarifying desired information, completing transactions, and forwarding requests.
• Maintain databases by entering or updating information.
• Keep equipment operational by following procedures and reporting malfunctions.

Requirements & Tech Stack

• Verbal and written fluency in both English and Spanish.
• Basic computer skills.
• Typing: Minimum 85% accuracy and average of 30 WPM.
• Must live within 90 miles of the National Visa Center in Portsmouth, New Hampshire.
• Must successfully complete a criminal and credit background check.
• Must obtain a Secret-level federal security clearance.
• Must successfully complete a computer-based, Customer Service Representative-oriented assessment with an overall minimum score of 80%.

Qualifications

• Strong administrative and organizational skills.
• Excellent interpersonal and communication skills.
• Professional work ethic.
• Ability to work self-sufficiently and collaboratively within a team.
• Analytical skills and attention to detail.
• Ability to disseminate information to a wide audience.

Physical Demands

• Occasional requirement to stand, walk, sit, lift up to 20 lbs., bend, reach, carry, stoop, kneel.
• Use of hands and fingers to handle objects, tools, controls, and type/write.
• Ability to speak and hear.
• Specific vision abilities may be required, including close vision, distance vision, color vision, peripheral vision, depth perception, or the ability to adjust focus.