Customer Service Representative

VPSG is seeking to hire a Customer Service Representative to provide support to small business owners in a crisis contract center.  In this role, you will ensure each customer receives the best and most  efficient and effective service possible in a people-first environment  that values your expertise, encourages entrepreneurship, and promotes  and rewards innovation. You’ll answer inbound calls and provide  solutions additionally via email. We are seeking candidate who thrive in  a fast-paced, demanding, and ever-changing contact center environment.  This is currently a non-supervisory, remote. 

• You'll answer inbound calls from customers that are specific to  certain programs; you'll utilize a playbook to determine which script  is appropriate and follow for guidance. 
• You'll provide world  class customer service by ensuring that all customers receive the best  and most efficient and effective service possible
• You'll use a template to respond to email from customers
• You'll accurately document the resolution of all calls or emails in the prescribed customer relationship management system(s) 
• You'll  accurately confirm the identity or "authenticating" customers before  providing account-specific information to help prevent fraud, ensure  privacy rights are protected, and avoid a data breach
• You'll  review customer account information in SBA systems and correctly  conveying information and/or status updates to help customers resolve  their issues or reach the correct department at SBA or elsewhere 
• You'll  Communicate verbally or in writing in a clear and professional manner  with customers and all contact center project team staff 
• Others duties as assigned

• Associates degree. Military experience considered in lieu of education.
• 2 years of experience in customer facing environments. Additional education may be considered in lieu of experience.
• Prior customer service experience with an emphasis on call/contract center experience
• Prior experience answering and providing solutions to callers
• Excellent customer service skills
• Conflict resolution skills
• Excellent verbal and written communication skills
• Knowledge and experience using the Microsoft Office (e.g., Word, Teams, Excel) suite is required
• Familiarity  and experience using a customer contact telephone system and/or a  customer relationship management system is required
• Familiarity with web-based systems and tools
• Ability to work cooperatively and effectively with clients and coworkers to achieve client delivery goals and expectations
• The ability to work for any US employer without requiring sponsorship

Preferred Qualifications:

• Bachelor’s degree in a related field

 VPSG  is an Equal Opportunity Employer. All applicants will be considered for  employment without attention to race, color, religion, sex, sexual  orientation, gender identity, national origin, veteran or disability  status.  

Please provide your current resume in the email.  Ensure that your contact information is up to date. 

If your current physical address is not listed in your resume, please provide it in the body of the email.