Customer Services Representative at Cognosante

  • Remote Customer Service
  • Part time
  • 6 months ago
  • USA
  • Number of vacancies 1 opening
  • Job experience Fresh
  • Job level Junior

Job Description

Title: Customer Services Representative

Location: United States


  • Cognosante is a fast-growing company that provides multi-channel customer contact management solutions for clients in the US Federal Government and the commercial sector.
  • The Customer Service Representative provides information directly to customers via phone.
  • The Customer Service Representative reports directly to the Customer Service Team Lead. This is an entry-level position.
  • Must have schedule flexibility.
  • Must be able to pass both criminal background check and drug test if required by contract.
  • Positions could be temporary, full-time or part-time.
  • Most positions will be work from home.

Key Responsibilities:

  • Taking inbound customer service calls
  • Utilize scripts, standard operating procedures, and training materials to respond to inquiries in a courteous, timely and professional manner
  • Provide accurate responses and documentation of inquiries and complaints from consumers
  • Adhere to the Privacy Act as it relates to the confidentiality of information received
  • Report problems that occur and assist with resolution
  • Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics
  • Overtime may be required
  • Regular and Predictable Attendance Required
  • Maintain a current understanding of the Program’s standard operating procedures, processes and Program policies as provided during training.

Required Qualifications:

  • U.S. Citizenship required or Ability to work in the United State without restriction
  • High School diploma or equivalent required
  • Minimum 6 months customer service/secretarial/telemarketing experience required

Additional Skills and Qualifications:

  • Ability to effectively work within established contractual turnaround times required
  • Must have demonstrated excellent listening, interpersonal and leadership skills, and the ability to organize simultaneous tasks
  • Proven ability to work as a team member is required
  • Must receive a passing score on required training modules
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