Position: Customer Service Representative

Location: Tysons Corner, VA / Partial Remote

Job Description:

VIATEQ Corporation is seeking a Customer Service Representative who will work independently and within a team environment and is primarily responsible for professional and courteous responses to the issues of customers/stakeholders. This position is a hybrid opportunity with working one day in the office in Tyson Square.

Responsibilities included but not limited to:

The Customer Service Representatives duties, but not limited to:

Answers, evaluates and prioritizes incoming telephone and voice mail, requests for assistance from customers/stakeholders.
Using scripted and unscripted questions, interviews customers/stakeholders to collect information and leads callers through diagnostic procedures to resolve customer inquiries.
Providing general and detailed explanations/information in clear, easy-to-understand language to customers/stakeholders.
Handles problem recognition, research, isolation, resolution and follow-up for routine customer inquiries.
Research inquiries/information using provided sources, including information sheets, handbooks, training materials, the internet, etc.
Document, logs and tracks calls using problem management database (ticket system),and maintains history records and related problem documentation.

Experience and Education Required:

High School Diploma
1 -3 years of job-related experience (heavy phone work, reception, call center etc.)

SKILL AND PERFORMANCE COMPETENCIES

Attendance, punctuality and dependability
Critical thinking and sound judgment
Ability to identify problems, troubleshoot and be a problem solver
Quality focus. Ability to conduct thorough analysis
Self-motivated and desire/ability to learn new topics quickly. Works well independently and in a team setting in fast-paced environment under time constraints
Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests
Good verbal, listening and written communications abilities
Positive and confident telephone skills
Basic computer skills, including MS Office software (i.e., Word, Excel, etc.) and internet
Efficient keyboarding/typing skills with ability to type 35 WPM

VIATEQ provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.