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WidePoint Corporation · 8 hours ago

Senior Customer Service Representative

Columbus, OH

Full-time

Onsite

Senior Level

WidePoint Corporation is a leading technology Managed Solution Provider dedicated to securing and protecting the mobile workforce and enterprise landscape. The Senior Customer Service Representative assists help desk supervisors in managing a team of Customer Service Representatives, handling client calls, and ensuring service level agreements are met.

Identity ManagementIT ManagementSoftware

No H1B

Security Clearance Required

Responsibilities

Handling inbound calls for all clients, including calls from federal, commercial, and WCSC clients

Assisting supervisors in managing incoming calls by monitoring call reporting, delegating work, and motivating the team

Assisting with quality monitoring and supporting helpdesk emails

Assisting supervisors with managing the clients' standard operating procedures (SOPs)

Collaborating with supervisors, project management, and carriers to attain the proper authorization(s) needed to support WidePoint's clients

Supporting the training process

Being cross-trained and having the ability to support Shipping, Ordering, and Final Order Review

Working closely with supervisors to resolve high-level issues

Coordinating and working on projects assigned by management

Monitor intraday workloads and call volumes

Adding and removing CSRs from authorization lists

In the absence of management, the Sr. CSR is responsible for the following:

Coordinating the efforts of the Help Desk department to maintain client-specific service level agreements (SLAs) while providing support to various projects and initiatives

Providing a point of escalation for customer and client issues or complaints

Maintaining a comprehensive daily schedule

Providing day to day support for CSRs

Performs other related duties as assigned

Qualification

Customer service experienceMicrosoft Office SuiteWritten communicationVerbal communicationMulti-taskingOrganizational skillsTime managementActive listening

Required

High school diploma or equivalent, customer service experience required

Service-oriented and able to resolve customer escalations and grievances

Proficient with Microsoft Office Suite or related software

Proficient cell phone and computer skills with the ability to learn new software

Excellent written and verbal communication skills, including active listening

Excellent organizational skills and attention to detail

Excellent time management skills with a proven ability to meet deadlines

Ability to prioritize and multi-task in a high-paced and, at times, stressful environment

Able to pass federal security clearance (may require additional discussion.)

Company

WidePoint Corporation

WidePoint Corporation (NYSE American: WYY) is an innovative technology Managed Solution Provider (MSP) dedicated to securing and protecting the mobile workforce and enterprise landscape.

Founded in 1996