Contact Center Agent

Profile

RP Professional Services, LLC (RP) is a rapidly growing government consulting firm headquartered in Ashburn, Virginia. Were an 8(a), Service-Disabled Veteran-Owned Small Business (SDVOSB) that exclusively enables the missions of U.S. Federal agencies through superior mission support and technology integration. Our dedication to our employees and clients is driven by our promise to deliver Excellence, Value, and Flexibility. People, not just Resources is more than our motto; it's the foundation on which we are built! At RP, we take pride in who we are and what we deliver.
RP is seeking world class Customer Service Agents
to provide support to small business owners in a crisis contact center. In this role, you will ensure each customer receives the best and most efficient and effective service possible in a people-first environment that values your expertise, encourages entrepreneurship, and promotes and rewards innovation. Youll answer inbound calls and provide solutions additionally via email. We are seeking candidate who thrive in a fast-paced, demanding, and ever-changing contact center environment. This is currently a non-supervisory, remote.
Responsibilities:
You'll answer inbound calls from customers that are specific to certain programs; you'll utilize a playbook to determine which script is appropriate and follow for guidance.
Youll provide world class customer service by ensuring that all customers receive the best and most efficient and effective service possible
Youll use a script to resolve phone inquiries
Youll use a template to respond to email from customers
Youll document the resolution of all calls or emails in the prescribed customer relationship management system(s)
Youll accurately confirming the identity or authenticating customers before providing account-specific information to help prevent fraud, ensure privacy rights are protected, and avoid a data breach
Youll reviewing customer account information in SBA systems and correctly conveying information and/or status updates to help customers resolve their issues or reach the correct department at SBA or elsewhere
Youll communicate verbally or in writing in a clear and professional manner with customers and all contact center project team staff
Others duties as assigned
Requirements
Experience:
Required Qualification:
Associates degree. Military experience considered in lieu of education.
2 years of experience in customer facing environments. Additional education may be considered in lieu of experience.
Prior customer service experience with an emphasis on call/contract center experience
Prior experience answering and providing solutions to callers
Conflict resolution skills
Excellent verbal and written communication skills
Knowledge and experience using the Microsoft Office (e.g., Word, Teams, Excel) suite is required
Familiarity and experience using a customer contact telephone system and/or a customer relationship management system is required
Familiarity with web-based systems and tools
Ability to work cooperatively and effectively with clients and coworkers to achieve client delivery goals and expectations
The ability to work for any US employer without requiring sponsorship
Preferred Qualifications:
Bachelors degree in a related field
Benefits
Benefits:
Health Benefits: Medical, Vision, Dental
4% retirement match with 100% vesting
Company paid STD and LTD
Company paid basic life insurance
Vacation and Sick Leave
RP Professional Services, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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