Call Center Representative

Our Mission
At Dobbs Defense, we deliver mission-centric IT, Cyber, and data analytics solutions for our government and commercial clients through the convergence of automation, innovation, training, and education. Delivering high-quality IT, cybersecurity, and data analytics solutions through proven and innovative methods is our vision...
Job Description
Dobbs Defense Solutions is seeking a Call Center Representative responsible for delivering exceptional customer service and supporting loan operations. This role entails handling incoming calls and emails, transferring calls to the relevant departments, and assisting with order processing. The Call Center Representative is also tasked with promptly identifying and escalating critical issues to the management team.
Duties
? Actively engage in training to provide excellent customer service in line with customer needs and guidelines. Ensure proper phone staffing on a daily basis and respond to incoming calls and emails.
? Perform real-time monitoring of call queues and monitor call flows, queues, and daily operations to meet customer and end-user needs. Utilize data analytics and user feedback to identify and report call trends and adapt swiftly to sudden program changes.
? Rapidly escalate critical issues to supervisors and ensure high-quality scripts, messaging, and deliverables using QA and operational data. Continuously improve the customer experience by incorporating agent feedback into scripting.
? Utilize call scripts, messaging/email templates, and desk guides and maintain consistent and accurate reporting protocols. Deliver comprehensive daily and weekly operation and quality reports. Produce detailed trend reports on call volumes, staffing, and customer inquiries as needed.
Qualifications
Required education and experience:
? Proficiency in reading, analyzing, and interpreting business documents. Effective written and verbal communication skills.
? Strong problem-solving skills and the ability to interpret various instructions.
? Proficiency in MS Office.
Required Clearance
? None
Working Environment
? Remote
Our Equal Employment Opportunity Policy
Dobbs Defense Solutions is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth or breastfeeding), sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), gender expression and transgender status, national origin, ancestry, age, disability, military or veteran status, marital or domestic partner status, genetic information, citizenship, low-income status or any other status or characteristic protected by applicable law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment

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