What are the responsibilities and job description for the Call Center Agents position at V2X?
V2X and Advantor are seeking highly skilled Call Center Agents to join our team, managing a large volume of inbound and outbound calls on behalf of a federal government contract. This position will be responsible for the timely answering of phones calls, messages, and emails from the contracted customer, documenting in detail the maintenance issues in the CRM platform, and forwarding the maintenance requests to the appropriate Original Equipment Manufacturer (OEM). The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call. As the voice of our company, the Call Center Agent must possess excellent communication and interpersonal skills. Agents will also maintain communications equipment by reporting problems as well as maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
Responsibilities
Major Job Activities:
- Handle a large volume of inbound and outbound calls in a timely manner.
- Respond to incoming calls, emails, and messages within the prescribed time limits.
- Properly identify customer questions, complaints, concerns, and overall needs.
- Provide sufficient answers and solutions to customer queries.
- Direct customers to appropriate departments as required.
- Follow all communication procedures, policies, guidelines, and instructions during every customer interaction.
- Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team.
- Create and maintain record of daily problems and remedial actions taken, using call-center database.
- Reports to Call Center Shift Supervisor and/or Call Center Manager.
Qualifications
Minimum Qualifications:
- High school diploma or equivalent.
- Minimum 1 year customer service or customer-support role experience.
- Ability to successfully pass a federal background check.
- A current TSA Suitability Determination is preferred; eligibility to obtain Determination is required.
- Exceptional customer service, active listening, verbal and written communications skills, and a professional phone voice.
- Able to quickly understand company services and policies.
- Proficient with computers, CRM software and Microsoft Office products.
- Excellent communication and customer service skills with the ability to work unsupervised in a team environment.
Benefits:
Our employees enjoy a competitive benefit package including health medical plans, vision, dental, 401(k) match, educational reimbursement along with a flexible work schedule and extra personal days off.
We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. V2X is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.
