Insight Technology Solutions, LLC is currently seeking quality professionals to provide Contact Center Services for a program in support of an agency within the Department of Homeland Security (DHS) in Vienna, VA. We are looking for candidates with previous experience in providing end user phone support in a high call volume environment with a proven ability to deliver comprehensive customer service and updates regarding sensitive information.

Responsibilities: 

• Respond to customer inquiries promptly and professionally, via telephone, email  and/or chat.
• Assist in resolving reported problems, tracking the request from initial contact to completion of service or escalating calls and/or emails to the next level as required.
• Manage and update stakeholder profiles in SIMA and databases accurately.
• Meet or exceed established performance metrics, including call handling time, productivity, quality assurance, and customer satisfaction ratings.
• Resolve problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems to management.
• Provide accurate, valid, and complete information by using multiple databases, tools, and resources at the same time.
• Additional responsibilities as assigned.

Knowledge & Skills Requirement: 

• Ability to operate in a high-volume metrics driven contact center environment.
• Ability to be flexible with work schedule to support the contact center’s needs during operating hours.
• Ability to listen actively to sensitive information.
• Ability to multitask and research information on multiple databases concurrently.
• Ability to concurrently enter data and talk to callers.
• Ability to conceptualize scenarios and communicate it effectively to stakeholders.
• Ability to work independently.
• Ability to efficiently interpret research and analyze information from various sources.
• Ability to communicate effectively both orally (in groups and one-on-one) and in writing (as position occupied dictates).
• Ability to utilize telephony systems, CRM, Microsoft Dynamics and other ticket tracker systems, and Microsoft Office Suite.

Education & Years of Experience:

• Bachelor’s degree highly preferred, but not required.
• High School diploma and specialized experience performing duties in support of a multi-tier/level Call Center are required.
• Minimum of three (3) years of specialized experience to include answering and responding to inbound calls or like complexity.
• HDI Certification is highly preferred but not required.
• Public Trust is required to perform the job. Ideally, the candidate has that already; if not, one will be initiated on your behalf.

We encourage all qualified individuals, regardless of background, to apply. Insight Technology Solutions, LLC is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We look forward to receiving your application!