CSR

. Customer Service Representative:

Summary
Customer Service Representatives in this position receive telephone calls focusing on answering customer inquiries concerning U.S. Passports. CSRs record caller information in a computer-based case management system and use knowledgebase software to obtain information concerning policies, practices, procedures, and other data associated with obtaining a U.S. Passport. CSRs also use various computer systems to obtain information concerning the status of individual passport applications. Successful candidates will have a customer service orientation, be fast learners able to adapt to new information, problem solve and possess excellent research skills. This position will require flexibility in scheduling and could be assigned a day or evening schedule. A preference in a shift schedule needs to be communicated to Peckham's Workforce Manager prior to Day One of training.
Main 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 database per customer request for information; use critical thinking skills to perform research to find a solution for the customer's need and/or concern.
• Verify and record demographic data with caller and escalate customer issues as appropriate.
• Provide clear and concise written responses to customer and vendor inquiries or escalate to the responsible resource for resolution.
• Maintain and improve quality results by adhering to standards and guidelines.
  
• Minimum Qualifications
• High School Diploma or equivalent
• At least 18 years of age
• Proficient in the English language (written and verbal)
• U.S. Citizen
• Ability to pass and maintain thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance.
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
• Proficient computer skills (MS Office and Teams, keyboarding speed and accuracy, internet-based research)
• Proficient in both the English and Spanish languages (written and verbal) *Bilingual agents only*
• Flexibility in work hours and shifts, including weekends, is required.
  

  Preferred Qualifications

• Previous call center experience
• Ability to adhere to work schedule.
  
  
  
  • Previous customer service experience
  
  
  
  

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.