.Position OverviewThis position supports customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.Essential Duties Handle inbound and outbound contacts in a courteous, timely, and professional mannerEnsure first call resolution through problem solving and effective call handlingResearch systems to find missing information as applicable; coordinate with other departments to resolve issues when neededAccurately document and process customer claims in appropriate systemsUtilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and proceduresComply with requirements surrounding confidential information and personal informationEscalate customer issues to the appropriate staff and managerial for resolution as neededAttend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processesAdhere to all attendance and work schedule requirementsCandidate Qualifications WONDER IF YOU ARE A GOOD FIT?We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.Qualifications Must be 18 years of age or olderHigh school diploma or equivalentExcellent organizational, written, and oral communication skillsThe ability to type swiftly and accurately (20+ words a minute)Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)Basic understanding of Windows operating systemHighly reliable with the ability to maintain regular attendance and punctualityThe ability to evaluate, troubleshoot, and follow-up on customer issuesAn aptitude for conflict resolution, problem-solving, and negotiationMust be customer service oriented (empathetic, responsive, patient, and conscientious)Ability to multi-task, stay focused, and self-manageStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environmentState or Federal work experiencePhysical Requirements This job operates in a professional office environment