Customer Care Specialist - Government: Part Time Temporary

Title: Customer Care Specialist

Reports To: Project Manager - Government

Location: Remote – Anywhere in the US

Status: Part Time Temporary - Up to 30 hours a week Monday through Friday between the hours of 8 a.m. - 6 p.m. EDT,
May 1 - September 1, 2023

Compensation: $18.00 per hour

Job Summary

The primary role of the Customer Care Specialist is to provide excellent customer service to our Government stakeholders and their staff. The ideal candidate will have strong multi-tasking skills and be able to simultaneously answer inbound calls, respond to emails, and complete monthly outreach campaigns via phone and/or email. Through teamwork, this individual will complete administrative tasks and meet critical deadlines to help our client achieve their goals.

Essential Job Functions

• Troubleshoot with callers who are experiencing Zoom for Government webinar challenges, such as sign-on errors
• Manage hotline email inbox by responding to all inquiries within business hours, whenever possible, and no more than 24 hours from receipt, forwarding pertinent information to management.
• Complete outreach campaigns within allotted timeframe and in a professional manner, while tracking progress and outcomes.
• Track incoming calls to understand trends and provide feedback to management team and stakeholders.
• Excellent communication and active listening skills to assist and diffuse disgruntled callers and respond with thoughtful, tangible, and accurate solutions.
• Answer incoming calls regarding, but not limited to, registration, training logistics, available resources, and technical difficulties.

Requirements
This position requires a minimum of 1-2 years customer service and/or call center experience. Proficiency with computer, Outlook, and MS Office is essential. Position requires exceptional people skills including excellent phone and verbal communication skills. Critical thinker with the ability to troubleshoot, adapt quickly to changing requirements, be proactive, and think outside the box. We are looking for a motivated member of the team with a strong work ethic who thrives in a fast-paced environment. Available to work part-time hours between 8 a.m. - 6 p.m. Eastern Time.

Must pass a security background test with fingerprinting.

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