Posted today
Public Trust
Unspecified
Unspecified
Business - Support
Durham, NC (On-Site/Office)
Tuknik Government Services, a Koniag Government Services company, is seeking a Customer Service Representative to support TGS and government customer at Durham, NC. This position requires the candidate to be able to obtain a Public Trust.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problems. Will be on the phones 7-8 hours a day.
All employees are considered mission critical and are expected to report even during inclement weather conditions .
Hours:
Location:
Job Responsibilities listed below:
The person selected will be able to do the following:
The candidate must: To apply for the position you must have the qualifications below:
Security Requirement:
Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problems. Will be on the phones 7-8 hours a day.
All employees are considered mission critical and are expected to report even during inclement weather conditions .
Hours:
- Main Hours: Mon-Fri 5:00am-1:30pm (Opening of the Call Center) Need someone with great attendance
- Assist working: After 1:30pm when needed
- Rotate working on some holidays
Location:
- North Carolina
Job Responsibilities listed below:
The person selected will be able to do the following:
- Responds to ASC and Severity 1 emails in a timely manner
- Dial into Tiger Calls and provide status report to CC Manager
- Assist with the monthly SIR report
- Ensure SLA is met with Virtuals/Portal Requests
- Ensure SLA's documented in the SOW are being met
- Ensure new metrics given by the customer is met with your assigned agents
- Assist with DMF Report
- Assist with the daily Staffing report
- Assist with the new hire training schedule and providing ACD training codes
- Greet new hires on their first day- Assist to get their badge - Onboarding tasks
- Assist with Retrieve equipment from agent when resigned/termed
- HW AM Dispatch Report
- Updating Hardware document to make current
- Responsible for Portal schedules
- Ensure policies and guidelines are being followed by the team
- Coaching, Mentoring and Meeting with CSR's
- Be able to effectively interact with all team members in both locations
- Manage Schedules in SharePoint
- Assist with ticket management
- Coordinate callback efforts
- Assist with phone calls, especially in the mornings
- ACD Monitoring- Ensure Agents are logged into phones
- Follow the Incident Management Process (Outage Notification), Alerts
- Assist with Aged tickets/On Hold reports
- Assist with Customer Survey challenges
- QA agents tickets
- Expert in PII and VIP process
- Weekly and monthly reporting
- Back-up to other leads when needed
- Work closely with the other leads and Call Center Manager
- Able to get task completed ASAP when needed
- Ensure the queues are managed daily
- Provide manager with weekly status report
- Attend weekly leads meeting and convey message to the team
- Scheduling
- Review ACD reports
- Monitor calls
- Other duties as assigned.
The candidate must: To apply for the position you must have the qualifications below:
- Attendance - Exceeds expectations
- No performance Issues
- Tickets- Should not be on the weekly report for returned tickets
- Able to communicate effectively verbally and in writing
- Able to Multi-task and have no issues to do additional tasks
- Must be a team player - Able to work with your co-workers and management
- SSA Call Center experience for at least 1 Year
Security Requirement:
- Ability to obtain a public trust.
Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
group id: 10201473
