TSA Remote Customer Service Representative

Job Summary

Must have a passion for helping people!

KECH, Inc. is a HUBZone-certified, Woman Owned Small Business (WOSB) founded by leaders who bring knowledge and experience that span 45 years of success in IT services, service desk, and contact center. KECH is committed to helping our clients achieve extraordinary customer service, one great interaction at a time. KECH is an equal-opportunity employer. Candidates must be able to attain a federal government clearance for the TSA. The start date will depend on when clearance is attained but is targeted for April 2024. Must be willing to work whatever shift that is assigned between the hours of operation of 7:00 AM - 11:00 PM, 7 days per week.

Responsibilities and Duties

• Provide superior customer service in a contact/call center environment through phone and other channels of correspondence.
• Handle questions and concerns with the highest degree of courtesy and professionalism.
• Communicate and provide accurate answers to resolve end-users' questions and concerns.
• Display empathy, have a passion for customer service excellence, and enjoy helping people.
• Use a tactful manner and ability to effectively deal with difficult situations.
• Maintain knowledge of systems/applications/products serviced by the contact center.
• Ability to follow strict work instructions and procedures.
• Adapt to continual changes to work instructions and procedures.
• Available for a flexible schedule Monday through Sunday 24/7.
• Actively participate in training as required.
• Listen to performance feedback and integrate suggestions into your daily tasks.
• Demonstrate a strong attendance record and excellent work ethic.

Qualifications and Skills

• Effective listening & comprehension skills
• Ability to closely follow instructions
• Outstanding verbal & written communication skills
• Analytical & resourceful problem-solving skills
• Proper telephone etiquette
• High level of accuracy & attention to detail
• Computer literacy, technical aptitude & familiarity with basic office software systems
• Ability to work independently & in a team setting
• Flexibility to work different shifts with the possibility of overtime, when needed
• Prefer a minimum of 6 months of customer service experience.

Equal Opportunity Employer/Veterans/Disabled

KECH is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. We are committed to creating an inclusive workplace where all employees feel welcome and respected.

Benefits

VACATION: 2 weeks paid vacation after 1 year of service, 3 weeks after 5 years, and 4 weeks after 15 years.

HOLIDAYS: A minimum of ten paid holidays per year: New Year's Day, Martin Luther King Jr.'s Birthday, Washington's Birthday, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans' Day, Thanksgiving Day, and Christmas Day.

Weekly day range:

• Monday to Friday
• Weekend availability

Job Type: Full-time

Pay: Up to $21.41 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Remote

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Work Location: Remote