Customer Service Representative (CSR) (W2 and local only) at Sharp Decisions

A client of Sharp Decisions Inc. is looking for a Customer Service Representative (CSR) to be based in Washington, DC. The posiiton is HYBRID (onsite Tuesdays/Wednesdays/Thursdays). The duration of the contract is 18 months. *W2 and local only.

The Customer Service Representative (CSR) provides first-level support to end-users by troubleshooting and resolving hardware, software, and voice/data communication issues. Responsibilities include escalating calls when necessary, writing clear and concise tickets, and ensuring timely follow-up through to resolution. Proficiency with ticketing systems, technical support documentation, and hardware/software technologies is required. The role demands excellent multitasking, prioritization, and communication skills, along with the ability to work under pressure and flexible hours as needed. Prior experience in customer service, call centers, or help desk support is essential.

Additionally, the CSR supports customer service operations and the client’s Program by managing inquiries via phone and email, assisting volunteers, participants, and course managers, coordinating onboarding, resolving technical issues, and supporting reporting and compliance efforts.

Customer Service & Communication
• Respond to 30,000+ annual calls and 10,000+ emails from customers.
• Provide phone support Monday–Friday, 8 AM–5 PM EST.
• Ensure compliance with Program Service Level Agreements (SLAs).
• Participate in monthly performance reviews of call handling and submit reports by the 5th business day of the month.

Smart Driver Course Management
• Manage course creation, editing, and cancellations in the client’s Portal (Salesforce).
• Order course materials and assist volunteers with reimbursements and approvals.
• Locate both in-person and virtual courses for participants and volunteers.
• Resolve issues related to incomplete or missing course paperwork.
• Process certificate replacement requests and handle returned check processing.

Volunteer Onboarding & Support
• Coordinate system access and order training materials for new and current volunteers.
• Send onboarding notifications and access credentials.
• Address ad-hoc onboarding needs by coordinating with leadership and providing necessary assistance.

Technical Assistance via AARP Volunteer Portal
• Provide one-on-one support to volunteers for portal access, course management, and reimbursements.
• Use Zoom for complex troubleshooting to expedite issue resolution.
• Identify and address process inefficiencies, proposing workarounds where necessary.

Back-Office Operations Support
• Perform daily operational tasks, including course management, participant searches, and returned checks.
• Manage USPS mail and associated tickets for complaints and materials replacement requests.
• Ensure timely reporting and submission of rosters.

Requirements:
- 3+ years with IT customer service
- High school diploma or higher
- Strong technology skills