Customer Service Representative (CSR) – 100% On-site at CoSolutions, Inc.

CoSolutionsis actively staffing Customer Service Representatives (CSRs)in Millington (Memphis), TN.

Be an integral part of a mission critical customer support team working in a Customer Service Center providing Navy sailors, recruits, reservists, retirees and their families with timely and courteous service desk phone support for HR, pay and personnel questions and issues. This is an exciting opportunity to provide support to our military service members that proudly protect our country.

If you love helping others, providing exceptional customer support and consistently going that extra mile to make a customer smile, this position is for you! This role is perfect for job seekers just entering the job market, who have limited/minimal job experience or who are seeking a fun career change. This is also a perfect role for veterans looking to “give back” to their service brethren.

We will train and teach you everything you need to be successful in this role! This position also provides opportunity for career growth and progression!

NOTE: This is a 100% on-site position with no ability for remote/virtual work due to the sensitive nature of the work and collaboration of the program team.

NOTE: As this position is shift work, candidate must have 24 / 7 availability and be flexible for work scheduling.

Responsibilities:

• Receive, investigate and resolve customer inquiries originating from phone, e-fax, email, chat, and other communications channels.
• Provide courteous and timely customer service as required based on customer request.
• Research solutions to customer issues and/or escalate issues to next level as required.
• Open new end-user tickets; document interactions and problem resolutions; and close resolved tickets in ticketing system.
• Ability to quickly gain rapport with customers, identify customer concerns, empathize with customers, and leverage documentation and knowledgebase to address customer requests.
• Communicate effectively with customers and team members to explain actions taken regarding customers’ service requests

Minimum Required Qualifications:

• Clearance: Ability to obtain Secret or Active Secret (Interim or higher)
• Certifications: None
• Education: High School Diploma
• Experience:
  • Minimum four (4) years work experience OR three (3) years with Associate degree OR two (2) years with Bachelor’s degree.
  • Experience in customer service / customer support role (i.e., Help Desk, Service Desk Rep, Greeter, etc.) or experience responding to requests for information
  • Excellent oral and written communication skills in order to effectively communicate with others and explain complex actions or solutions if necessary
  • Ability to multi-task in a fast paced work environment
  • Attention to detail
  • Excellent time management skills

Preferred Qualifications:

• Associate degree or higher
• Experience working in a Customer Support Center / Help Desk / Service Desk environment.
• Experience working with Microsoft Products (Office/Word/Excel/Outlook etc)
• Experience with Salesforce, Verint or CostPoint.

Physical Requirements:

• Ability to sit for extended periods of time.
• Ability to stand for extended periods of time.
• Ability to walk to various locations as needed.
• Ability to bend and navigate to perform assigned duties.
• Ability to lift light to moderate equipment as needed for job.

About CoSolutions:

Be a part of CoSolutions and join an award winning, experienced and dedicated team of federal contractor professionals specializing in IT, software engineering, cyber IT, intelligence support, customer service and mission critical training. CoSolutions, an SBA-certified Woman-owned Small Business (WOSB), provides mission critical 24/7/365 support to its federal agency customers worldwide and maintains a high-quality staff of cleared and credentialed technical SMEs.

We are proud of our consistent, outstanding Glassdoor reviews from current and former employees! Part of CoSolutions’ culture is to ensure that, while all our employees are working hard to bring their “A” game to work every day, they are also learning a lot, comfortable in their work environment, and enjoying the camaraderie of their teammates.

Our employee benefits are comprehensive, competitive and are a highly touted part of our total compensation package. Benefits include medical, dental, vacation/sick/other paid leave, paid holidays with floating options, vision, Flex Spending Accounts (FSAs), life insurance & AD&D, 401K with employer matching and immediate vesting, access to eLearning, training & education reimbursement, referral bonuses, and additional voluntary benefits such as pet, accident, and cancer insurance as well as LegalShield / IDShield.

CoSolutions is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.