Call Center Service Representative 3

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support to the Department of Defense’s Defense Travel Management Office Travel Assistance Center, assisting with Temporary Duty Travel via the Defense Travel System.

• Respond to incoming calls and chat inquiries, address complaints, troubleshoot issues, and supply non-technical information.

• Address customer questions and deliver information regarding products and services.

• Process orders, forms, and applications efficiently.

• Conduct outbound service calls to prospective customers as necessary.

• Utilize mechanized systems to initiate and finalize service orders and manage customer requests.

• Conduct research for required information using available resources.

• Recognize and escalate priority issues and complaints as needed.

• Follow up on customer calls when appropriate.

• Maintain call logs and generate call reports and/or metrics.

• Operate within one or multiple queues/skill sets, including general support, travel reservations, and financial inquiries.

• Assist in training new staff members.

• Provide support for general inquiries pertaining to reservations, financial issues, or technical matters.

⛳️ Requirements

• 2-4 years of work experience coupled with a High School diploma.

• Proficient reading, writing, and analytical skills at the High School level.

• Exceptional communication abilities.

• Must be a U.S. Citizen.

• Must possess an Active Public Trust with a Tier III Background Investigation.

• Proven experience in problem-solving.

• Background in customer solutions.

• Minimum of 3 years of experience in the Travel Assistance Center program.

• At least 3 years of experience with government travel systems.

• A minimum of 3 years of experience with the Defense Travel System.

• A minimum of 3 years of experience with RightNow.

• At least 3 years of experience in the travel industry with customer and technical focus.

• Preferred: 5+ years of experience in the Travel Assistance Center program.

• Preferred: 5+ years of experience with government travel systems.

• Preferred: 5+ years of experience with the Defense Travel System.

• Preferred: 5+ years of experience with RightNow.

• Preferred: 5+ years of experience in the travel industry with customer and technical focus.

• Preferred: 5+ years of experience with government financial systems.

• Preferred: 5+ years of experience with Global Distribution Systems (GDSs).

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Health savings account

• Short-term disability

• Long-term disability

• Employee assistance program (EAP)

• Parental leave

• 401(k)

• Paid time off (PTO) for vacation

• Company paid holidays

• Potential overtime eligibility

• Shift differential eligibility

• Discretionary bonus eligibility