Contact Center Operator (SCA)
Job Category: Service Contract Act
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
CACI is seeking a Contact Center Operator to join our team in Washington, DC. The candidate will perform the duties and responsibilities of a Contact Center Operator for the Department of Homeland Security (DHS) Contact Center.
Responsible for responding to and routing public and customer inquiries. Candidate will need to respond to incoming calls from the customers to take their requests, answer questions and inquiries, provide information and handle complaints.
Additionally, agents are responsible for making outbound VIP calls to set conference-calls while providing the highest level of customer service.
About the Role:
Under general supervision, the Contact Center Operator will have the following duties and responsibilities:
Answering phones from customers professionally and responding to customer inquiries and complaints.
Researching required information using available resources.
Handling and resolving customer complaints regarding products to customer service problems.
Providing customers with the organization's service and product information.
Routing requests including; forms, and formal requirements requested by the customers.
Identifying, escalating priority issues and reporting to the high-level management.
Routing inbound calls to the appropriate resources.
Following up complicated customer calls where required.
Completing call notes and call reports as necessary and updating them.
Obtaining and evaluating all relevant data to handle complaints and inquiries.
Recording details of comments, inquiries, complaints, and actions taken.
Managing administration, communicating and coordinating with internal departments.
Identify problems and provide applicable remedies.
Other duties as assigned.
The work shift for the position is:
This position is required to be onsite full-time.
Monday 9pm-7am
Tuesday 9pm-5am and/or 11pm - 7am
Wednesday OFF
Thursday OFF
Friday OFF
Saturday 9pm-9am
Sun 9pm - 7am
Required Qualifications:
Candidate will need to obtain/keep DHS Entry of Duty (EOD) Access
Associate degree or higher , BA/BS
One year of applicable experience
Excellent Customer Service in both written and verbal communications
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
An environment of trust.
CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
Your potential is limitless. So is ours.
Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci)
Pay Range:
This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits provided for this position will meet or exceed the minimum required amounts detailed in the wage determination issued by the Department of Labor and made applicable to this position, as incorporated into CACI's government contract for the work location.
Minimum Req uired Hourly Wage:
$28.19
There are a host of other factors that can influence final salary including, but not limited to, geographical location, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here (https://careers.caci.com/global/en/employee-benefits) .
CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
