Centurion Consulting Group is currently seeking a Customer Support Representative to join our team. This position is hybrid with 3 days onsite in Norfolk, VA.
The Opportunity:
As a professional in shared services, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight on shared services performance.
You will be providing supervised support for Help Desk tickets from employees and vendors within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer’s satisfaction before they are closed. You’ll educate and provide policy guidance on inquiries, and be responsible for other duties as directed by supervisor. Due to the nature of work performed within this facility, U.S. citizenship is required.
How You’ll Contribute:
• Perform repetitive administrative and transactional activities as directed by the supervisor.
• Provide back-up to the front-line customer service representatives and support to employees and managers troubleshooting to analyze, isolate, and solve problems and issues.
• Utilize key customer care technologies such as telephony and case management, to accurately capture and resolve employee and manager inquiries or determine if escalated support is required.
• Educate inquiring employees about tools, policies, and processes for the organization, so that they are better informed on how to handle their inquiry more independently.
• Ensure sensitive information remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organizations data privacy requirements.
• Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.
• Utilize a knowledgebase to answer questions, resolve issues, and complete transactions.
You Have:
• 1+ years of experience in a customer service and support role
• Experience in Microsoft Office 365 with an emphasis on Excel, Word, and Outlook
• Ability to multitask in a fast-paced team environment
• HS diploma or GED
Nice If You Have:
• Experience with ServiceNow
• Possession of excellent detail-oriented and organizational skills
Position Details:
- Clearance: N/A
- US Citizenship or Authorization to work in US required
- Travel: < 10% (CONUS)
- Centurion Consulting Group, LLC is an Equal Opportunity Employer EOE M/F/D/V
- No third parties or subcontractors
REF: JOB-5272
