[Remote] Customer Service Representative – Tier I Support

Note: The job is a remote job and is open to candidates in USA. Kreative Technologies, LLC is seeking a Customer Service Representative to support their call center operations. The ideal candidate will provide exceptional service to clients and government personnel by handling inbound and outbound calls, responding to inquiries, and documenting interactions according to established procedures.ResponsibilitiesHandle inbound and outbound calls in a call center environment while providing excellent customer serviceAnswer customer inquiries via telephone and respond to requests using professional etiquetteLog and update all customer interactions in the tracking system in accordance with call center proceduresAssist inspectors with profile discrepancy changes, cancellations, rescheduling, and unit verification countsProvide clients with role assignments for access into subsystemsReset passwords, reactivate IDs, and assist with account access issuesResearch and resolve customer inquiries using available resources such as user guides, manuals, website documentation, and call center alertsEscalate incidents and inquiry tickets with complete documentation of troubleshooting steps for issues unresolved at the Tier 1 levelTransfer calls (warm/cold) to appropriate staff following established call center proceduresRecognize, document, and alert supervisors of trends in customer inquiries or recurring issuesStay up-to-date with system changes, procedures, and customer information through ongoing training and resource materialsPerform other duties as assigned to support team and organizational goalsSkillsMust be a U.S. citizen eligible for a security clearanceHigh School Diploma or equivalent (GED) requiredExperience supporting I.T./Helpdesk call centers preferredIndependent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented focus with the ability to work with minimal supervisionExcellent oral and written communication skillsCompany OverviewKreative Technologies, LLC is a SBA 8(a) certified company founded in 2013. It was founded in 2013, and is headquartered in Fairfax, Virginia, USA, with a workforce of 51-200 employees. Its website is https://kreativetech.com/.