Customer Service Representative Nmc, Martinsburg

divh2Customer Service Representative NMC/h2pMartinsburg, WV/ppCustomer Service Representative - USCG NMC/ppWork Location: Martinsburg, WV/ppSchedule: Full Time; fully remote/ppRelocation: N/A/ppNote: This position requires Public Trust Clearance.
/ppIron Mountain Solutions currently supports a contract providing call center support for the U.S. Coast Guard (USCG) National Maritime Centers (NMC) Contact Center (CC).
The Contact Center Specialist provides direct telephone, email, and chat-based support to members of the Merchant Mariner community, members of the public, and other concerned parties, on the Merchant Mariner credentialing process as administered by the United States Coast Guard National Maritime Center.
The position requires the candidate to quickly develop an understanding of the laws, regulations, policies, and processes involved in the Merchant Mariner credentialing process, and relies on the candidates strong customer service and communication skills, both orally and in writing.
/ppJob Responsibilities:/pulliAnswering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
/liliResponding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
/liliEngaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
/liliBuilding lasting relationships with clients and other call center team members based on trust and reliability.
/liliUtilizing software, databases, scripts, and tools appropriately.
/liliUnderstanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
/li/ulpEducation and Experience Requirements:/pulliBachelors degree (no experience required), or/liliHigh school diploma (or equivalent) and 6 years of relevant experience/liliMust be able to obtain a Public Trust Clearance/liliMust have exceptional written and verbal communications skills/li/ulpIron Mountain Solutions is an Equal Opportunity Employer/p/div