DOL NCC Customer Service at Systems Integration, Inc. (SII) in USA

Job description

• Systems Integration, Inc. (SII) is seeking a Customer Service Representative to provide accurate, professional support for DOL-NCC programs in a 24x7x365 contact center. The representative responds to public inquiries through approved channels, follows established scripts and SOPs, documents cases, provides information and referrals, fulfills service requests, addresses comments and complaints, and escalates issues as required.

Responsibilities

• Respond to DOL-NCC customer inquiries through supported channels such as phone, email, text, chat, IVR/self-service support, and other assigned channels.
• Provide clear, accurate information using approved Salesforce knowledge-base scripts, DOL-NCC SOPs, and work instructions.
• Provide Tier 1 support, general information, referrals, order intake, fulfillment, comments and complaints handling, service requests, emergency inquiry support, and escalation routing.
• Document customer information, cases, and interactions in required systems and route Job Corps issues to the appropriate support channel.
• Assess customer needs, resolve inquiries within the representative's authority, and escalate unresolved issues according to program procedures.
• Handle crisis, emergency, abusive, sensitive, or confidential calls professionally and with discretion.
• Meet applicable standards for call control, service quality, response time, accuracy, documentation, and customer satisfaction.
• Complete required cross-training for DOL-NCC programs and communication channels, including Job Corps-specific training.
• Participate in required training, coaching, QA monitoring, and performance improvement.
• Work assigned shifts within a 24x7x365 operation supporting programs that may include Job Corps, OSHA, and MSHA.
• Support English- and Spanish-language workloads with an interpreter.

Requirements

• High school diploma or GED certificate.
• S. citizen or permanent resident.
• Ability to satisfy applicable background investigation requirements, including government-facilitated public trust processing when required for VETS-4212 support.
• At least two years of telephone customer service experience, including contact center or federal customer service experience.
• Experience working in a 24x7 contact center environment.
• Strong English-language proficiency and oral and written communication skills, including active listening, empathy, call control, and professional handling of crisis or abusive calls.
• Ability to follow required protocols and protect confidential information.
• Information-gathering and problem-solving skills.
• Computer, CRM, keyboarding, and internet research skills.
• Teamwork and timely completion of assigned work.
• Preferred: Experience with Salesforce or Genesys and multi-channel inquiry support.
• Preferred: Youth-program support experience and English/Spanish bilingual capability.

Skills

Required

• Active listening
• Empathy
• Call control

Preferred

• Experience with Salesforce or Genesys
• Multi-channel inquiry support
• Youth-program support experience
• English/Spanish bilingual capability