Customer Service Representative, Morgantown

Customer Service Representative
is seeking Customer Service Representatives (CSRs) to provide professional customer support services in a fast-paced contact center environment.
The CSR will assist customers by answering general inquiries, resolving account-related issues, and providing guidance on available resources, products, and services.
Key Responsibilities
Answer incoming calls and retrieve voicemails, ensuring all calls are addressed the same business day
Assist callers with general inquiries using approved knowledge bases, websites, and reference materials
Support customers with account-related issues, including password resets and website navigation assistance
Transfer customers to appropriate secondary call centers when necessary
Respond to incoming facsimiles and email inquiries regarding patents, trademarks, publications, products, services, and data quality
Utilize pre-approved knowledge base responses to ensure consistent and accurate communication
Send appropriate informational publications and materials to customers
Refer callers to local resource centers for additional assistance when appropriate
Accurately document all customer interactions, inquiries, and resolution steps within the Customer Contact Management System
Maintain professionalism and provide courteous customer interactions at all times
Minimum Qualifications
Must be a U.S. Citizen or have official legal status in the United States and have continuously resided in the United States for the last two years in accordance with 8 U.S.C. ****b(a)(2)(C)
Must be able to pass a federal background investigation and obtain a Public Trust clearance
Minimum of one (1) year of customer service experience, including:
Phone and/or email contact center support
Data entry
Contact center problem logging
Automatic Call Distribution (ACD) telephone systems
Face-to-face customer service
Experience utilizing knowledge base systems
Strong listening, verbal communication, and interpersonal skills
Ability to speak, read, and write fluent English
Proficiency using software applications, web-based databases, email platforms, and PC/laptop systems
Preferred Skills & Competencies
Strong organizational and multitasking abilities
Ability to work effectively in a structured call center environment
Attention to detail and accurate documentation skills
Ability to handle high-volume customer interactions professionally and efficiently
Work Schedule
Fixed shift schedules are assigned at the time of hire based on operational needs
Operating hours are Monday through Friday, 8:30 AM to 8:00 PM EST