Customer Service Representative I

Dunhill Government Solutions is hiring Customer Service Representatives (six openings) to support a federal civilian program's customer contact center. This is a permanent, full-time, fully remote role based in the U.S., providing routine support across inbound and outbound calls, email, web chat and back-office service functions.

Responsibilities:

• Provide routine inbound call, outbound call, email and web chat support, plus back-office services

• Focus on customer satisfaction and adherence to established Service Level Agreements (SLAs)

• Ensure appropriate actions are taken to resolve customers' problems and concerns

• Maintain customer accounts and records of each interaction, including inquiries, complaints and comments

• Use knowledge of the program's products and services to answer inquiries or route them to the right staff

• Log new cases or update existing ones to record every phone, email and web chat contact

• Meet quality assurance requirements and other key performance metrics

Minimum qualifications:

• High school diploma or GED

• 0–2 years of call center experience and 0–2 years of customer service, public relations or related support experience

• Ability to perform well during periods of high call volume and to work effectively under pressure

• Strong written and verbal communication and listening skills; tactful and courteous with the public

• Strong attention to detail and accuracy, and a commitment to quality service

• Ability to convey enthusiasm, energy and sincerity over the phone

Details: Permanent, full-time, fully remote (U.S.). Hours 9:30 AM – 6:00 PM Eastern. This role is not open to candidates residing in California, the New York City metro area or the Seattle, WA metro area.

Compensation: $17.75 per hour.

US Citizenship and the ability to pass a federal background investigation in order to be granted access to sensitive information.

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