Customer Care Specialist (Front Desk) - Improvix Technologies

Role:                  Customer Care Specialist
Location:           Washington, DC (Onsite; remote not available)Hours:                   
Type:                  Full Time 
Clearance:         Top Secret Clearance

Job Description

We have an available position in our Customer Service Center for a candidate who can provide engaging, enthusiastic greetings and initial assistance to in-person customers.  An ideal candidate will have a passion for 5-star customer service and hospitality and an inherent interest in learning IT skills. 

Duties will include:

·        Greeting in-person customers to the Service Center and providing the initial customer interaction.

·        Providing warm, welcoming customer engagement while inquiring about their technical issue or concern.

·        Providing outstanding customer service to improve customer satisfaction and relationships. 

·        Providing responsive information to basic inquiries, concerning, and request status, as well as introductory information regarding S/ES-ExecTech products or services.

·        Learning customers’ names and greeting them with personal recognition.

·        Answering the phone and logging initial tickets on behalf of callers.

·        Assisting with issuing passwords, mobile devices, and accessories. 

·        Assisting in the ordering, receiving, and stocking of general IT supplies (i.e., toner, card readers, cables, etc.).

Qualifications of the Ideal Candidate:

·        Ability to provide high-touch, high-quality customer greetings and interactions that result in all customers feeling welcomed and prioritized by the team.

·        Energetic and detailed-oriented.

·        Exudes calmness under pressure and can quickly de-escalate any contentious or dissatisfied customer reactions.

·        Ability to maintain accurate and timely records in the service center’s ticketing system.

·        Demonstrates warm and engaging verbal communication, listening, and decision-making skills.

·        Capable of multi-tasking and paying attention to multiple in-person customers at once.

·        Ability to "think on their feet" while remaining cool and confident. 

Hours: 

·        This position requires 8am – 5pm coverage as the primary customer-facing team member.

·        Occasionally, this person may be asked to work during government closures and early dismissals.

·        All team members, including this position, may be asked to participate/volunteer in after-hours rotations for onsite coverage.