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Call Center Technician

Company: TEKsystems
Location: Lansing
Posted on: May 5, 2021

Job Description:

One of TEKsystems clients is looking for multiple qualified candidates to support their IT department's Call Center team. This is a great opportunity for someone to get their foot in the door with a local enterprise company. This is also a great opportunity for someone to grow their skills within IT Support and have the opportunity to advance their careers within IT/Customer Service. They are currently looking for individuals who are looking to grow within their company. This will be a first and/or second shift opportunity on a Contract to Hire basis. Pay will be negotiable based on experience. Candidates must sit onsite in Lansing, MI for this opportunity. SUMMARY This is an IT phone-based customer service position supporting a government customer. IT Call Center Technicians in this position will answer phone calls from U.S. citizens and utilize a computer-based knowledge system to answer general questions about policies, practices, procedures, and other data to assist callers. Successful candidates will have a customer service orientation with excellent communication and problem-solving skills. As well as be technologically savvy. DUTIES AND RESPONSIBILITIES -- Provide superior customer service by answering incoming calls in a timely manner -- Follow established policies and procedures to respond and route calls appropriately -- Gather information to determine customers' needs; apply problem solving skills and resolve the inquiry/request effectively -- Log customer information into a database ensuring data entry is accurate and complete -- Access knowledge base per customer request for information -- Verify and record demographic data with caller and escalate customer issues as appropriate -- Maintain and improve quality results by adhering to standards and guidelines -- Handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations -- Control the pace and flow of the inquiry/request and manage call time effectively -- Follow protocol and apply sensitivity and discretion in handling confidential information -- Promote Peckham's vision, values, and services to all customers and stakeholders -- Assist in maintaining organization wide quality standards -- Flexibility in work hours and shifts including some weekends as needed -- Accept other jobs/duties as assigned MINIMUM QUALIFICATIONS -- High School Diploma or equivalent -- At least 18 years of age -- Proficient in the English language (written and verbal) -- Technologically Savvy -- Ability to pass a thorough federal security clearance check screening (credit and all other history) to determine fitness for a federal security clearance -- Proficient computer skills (MS Office, keyboarding speed and accuracy, internet-based research) -- Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers -- Ability to take direction within a team setting and complete team related work promptly *Please apply if you're interested in hearing more about the opportunity and if you feel you're capable of completing any of these job duties* *We are looking to set up interviews as early as next week* WORK ENVIRONMENT Individuals will be in a cubicle for most of their scheduled shift. Individuals will work individually, and therefore are required to work well independently, however will also be a member of a team and therefore must be able to work in a team atmosphere. The tasks of the IT call center are repetitive in nature. The noise level is generally moderate. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. OTHER INFORMATION This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: TEKsystems, Lansing , Call Center Technician, Professions , Lansing, Michigan

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