Call Center Agent

Position: Call Center Agent

Location: Montgomery County

SPS Consulting seeks courteous and organized Customer Service/Communications Agent to support our government customer in the Montgomery County area. Position provides assistance to the general public and requires you to work in a high-volume communication environment

Responsibilities Include:

• Receiving and processing heavy volume non-emergency telephone calls and requests
• Triaging and referring requests to appropriate resources
• Following call center "scripts" when handling different topics
• Processing orders, forms, and application
• Documenting all information according to standard operating procedures
• Completing call logs and reports
• Following up on customer calls where necessary

Requirements:

• High School diploma and 1-year of experience as an office support is required
• Proficient in typing and Microsoft Office applications with good editing skills
• Knowledge of customer service practices and principles
• Customer focus and adaptability to different personality types
• Ability to handle stressful situation appropriately with the outmost professionalism.
• A resourceful and independent worker capable of self-managing their time and tasks
• Possess a friendly and courteous demeanor and is able to work with witnesses and customers
• Must possess ability to use multi-button telephone, personal computer, photocopier, TTY machine, and other office automation equipment appropriate to the requirements of the position
• Bilingual and Non-Bilingual needed