Customer Service Rep

Position Overview

We are looking for a Customer Service Representative to support our Federal Program Agency (FPA) customers and supplier customers who use the Internet to access several Treasury applications. Reporting to a manager, you will assist users with troubleshooting issues that prevent them from accessing the site and obtaining expected results, as well as provide support for granting access once the required documentation is received.

Key Responsibilities

• Provide Customer Support using phone and email
• Independently respond to and provide technical assistance for incoming inquiries from users of online Treasury applications
• Provide technical problem-solving for web browsers
• Troubleshoot issues affecting customer access to the applications and respond accordingly
• Document problems and resolutions using customer relationship management tools
• Support annual user access recertification efforts for Treasury applications
• Decipher diagnostic reports
• Process daily application audit reports and analyze results
• Analyze existing procedures to identify constraints and collaborate with peers, management, and analysts to develop improvements

Required Qualifications

• Bachelor’s Degree or commensurate experience
• 2+ years’ experience providing customer service support; preferably in a call center
• Knowledge of computer systems, networking, computer components, LAN, browsers, and mobile devices with a comfort level troubleshooting these topics over the telephone
• Excellent customer service skills to meet quality measures
• Analytical skills for troubleshooting and trend analysis
• Familiarity with Treasury business lines and the applications that support them
• Experience implementing and improving processes
• Excellent verbal and written communication skills
• Experience effectively training customers or coworkers is recommended
• Must be a US Citizen or lawful permanent resident with three or more years of US residency

Preferred Qualifications

• Bilingual in Spanish is preferred

Benefits & Perks

• Compensation: $46,400 - $58,000
• Paid time off
• Tuition & Training assistance/reimbursement
• 401(k) match & Annuity/Pension fund
• Top-notch health care benefits
• Child and family care leave
• Professional development opportunities
• And more...