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TEKsystems Call Center Technician in Lansing, Michigan

One of TEKsystems clients is looking for multiple qualified

candidates to support their IT department's Call Center team. This is a great

opportunity for someone to get their foot in the door with a local enterprise

company. This is also a great opportunity for someone to grow their skills

within IT Support and have the opportunity to advance their careers within IT/Customer

Service. They are currently looking for individuals who are looking to grow

within their company. This will be a first and/or second shift opportunity on a

Contract to Hire basis. Pay will be negotiable based on experience. Candidates

must sit onsite in Lansing, MI for this opportunity.

SUMMARY

This

is an IT phone-based customer service position supporting a government

customer.  IT

Call Center Technicians in this position will answer phone calls from U.S.

citizens and utilize a computer-based knowledge system to answer general

questions about policies, practices, procedures, and other data to assist

callers. Successful candidates will have a customer service orientation with

excellent communication and problem-solving skills. As well as be

technologically savvy.

DUTIES AND RESPONSIBILITIES

·

Provide superior customer

service by answering incoming calls in a timely manner 

·

Follow established policies and

procedures to respond and route calls appropriately   

·

Gather information to determine

customers’ needs; apply problem solving skills and resolve the inquiry/request

effectively   

·

Log customer information into a

database ensuring data entry is accurate and complete 

·

Access knowledge base per

customer request for information 

·

Verify and record demographic

data with caller and escalate customer issues as appropriate 

·

Maintain and improve quality

results by adhering to standards and guidelines 

·

Handle inquiries and requests

in a courteous and professional manner, including calls received in crisis

situations 

·

Control the pace and flow of the

inquiry/request and manage call time effectively  

·

Follow protocol and apply

sensitivity and discretion in handling confidential information 

·

Promote Peckham’s vision,

values, and services to all customers and stakeholders 

·

Assist in maintaining organization

wide quality standards 

·

Flexibility in work hours and

shifts including some weekends as needed

·

Accept other jobs/duties as

assigned 

MINIMUM QUALIFICATIONS

·

High School Diploma or

equivalent  

·

At least 18 years of age

·

Proficient in the English language (written and

verbal)

·

Technologically Savvy

·

Ability to pass a thorough federal

security clearance check screening (credit and all other history) to determine

fitness for a federal security clearance 

·

Proficient computer skills (MS

Office, keyboarding speed and accuracy, internet-based research)

·

Oral and written communication

skills sufficient to facilitate clear and accurate information exchanges with

customers  

·

Ability to take direction

within a team setting and complete team related work promptly 

*Please

apply if you're interested in hearing more about the opportunity and if you

feel you're capable of completing any of these job duties*

*We

are looking to set up interviews as early as next week*

WORK ENVIRONMENT

Individuals

will be in a cubicle for most of their scheduled shift. Individuals will work

individually, and therefore are required to work well independently, however

will also be a member of a team and therefore must be able to work in a team

atmosphere. The tasks of the IT call center are repetitive in nature. The noise

level is generally moderate. The work environment characteristics described are

representative of those an employee encounters while performing the essential

functions of this job. Reasonable accommodations may be made to enable

individuals with disabilities to perform the essential functions.  

OTHER INFORMATION

This

job description in no way states or implies all duties to be performed by the

employee occupying this position. Employees will be required to follow any

other job-related instructions and to perform other job-related duties

requested by their supervisor in compliance with Federal and State

Laws.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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