Contact Center Customer Service Representative

Clearance Level
None
Category
SCA
Location
Cumberland, Kentucky

REQ#: RQ102857

Travel Required: None
Public Trust: Other
Requisition Type: Pipeline

Are you an excellent problem solver? Are you passionate about people? Do you exhibit grace under pressure?

If so, a Customer Service Representative position with General Dynamics may be perfect for you and we invite you to apply to join our rapidly growing team of contact center professionals in Cumberland, KY. #KYContactCenter. #CISEG

As a Customer Service Representative with General Dynamics Information Technology, you will utilize your root cause analysis and problem solving skills to manage inbound calls in our state-of-the-art contact center while supporting a large federal government contract. If you enjoy helping others, you will find this role to be both challenging and rewarding.  

A DAY IN THE LIFE OF A CUSTOMER SERVICE REPRESENTATIVE

On any given day, you may:

  • Answer incoming phone calls on behalf of client; provide accurate and appropriate information to callers
  •  Assist customers by researching issues, exploring answers, and providing information and alternative solutions
  • Place outbound customer service or customer satisfaction calls, as required by client
  • Complete call guides; gather and verify required information
  • Attend telephone skills and program information training sessions; adhere to established levels of service
  • Adhere to established customer service and documentation standards within required time frames
  • Adhere to contact center scheduling, ensures telephone coverage during contact center hours of operation
  • Perform clerical or administrative duties as assigned.

Well qualified candidates are:

  • Customer focused with a commitment to client satisfaction
  • Goal oriented high performers
  • Able and willing to work ANY full-time shift during our hours of operation (Monday-Friday, 8am to 9pm)
  • Able to closely adhere to a designated work schedule
  • Able to deliver thorough information within agreed upon call handle times

Basic Qualifications

  • High school diploma or G.E.D.
  • Zero or more years of customer service or other telephone experience
  • ​Must live within a 60 miles radius of the Cumberland, KY Facility
  • Ability and willingness to work and train onsite as required
  • Must have access to high speed wired internet connection
  • Access to a quiet work environment free from distractions
  • Ability to pass a criminal background check, drug screening, and credit check
  • Must be US Citizen

Preferred Qualifications

  • One or more years of contact center experience highly preferred
  • Demonstrated experience adhering to contact center scheduling

PLEASE NOTE: Training will be provided ONSITE. After training, employees may be given the opportunity to work remotely.

This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Florida, Montana, Tennessee, Texas, or work outside of the United States may be excluded from this requirement.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.