14000 - CSC Representative I at VDOT Careers Site

Fairfax, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Mar, 26

Salary

0.0

Posted On

06 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Conflict Management, Call Center Operations, Attention to Detail, Multi-tasking, Team Environment, Emergency Operations, Research Skills, Technology Proficiency, Demographic Interaction, Service Request Processing, Mentoring, SOP Knowledge, Work Order Management, GIS Mapping, ACD Technology

Industry

Government Administration

Description

Provide effective customer service by responding to inquiries and concerns from citizens, visitors of the Commonwealth, and others on issues related to VDOT projects, programs, services, and resources. Team interactions with customers are primarily through the use of phone and email but will also use other technology resources, as needed (for entering work orders, referral to Internet, and other resources such as VA 511, etc.). Refer more complex issues to appropriate designee and track, ensuring appropriate follow up. How you will contribute: Customer Contact Management: Handle intake of phone calls, emails, and other routed inquiries from internal and external customers. Use available resources (SOPs, VATraffic, Virginia DOT, Inside DOT, VA 511, Dashboard, etc.). Conduct quick response research while on the call. As needed, follow-up with written confirmation or information, including via email. Provide customer with appropriate service request number, advise customer of action(s) to be taken, and provide appropriate closing remarks. Summarize calls simultaneously while conversing. Emergency Weather Operations and Special Situations: Available to work extended shifts and night and weekend hours during emergency severe weather events. Processing Service Requests: Enter customer information and service request details into CSC system. Process calls based on established policies and procedures. Support and mentor others in learning CSC systems and processes. What will make you successful: Ability to communicate effectively with internal and external customers (and other partners) verbally and in writing (grammar, voice, and diction) in a customer-focused environment. Ability to effectively interact with persons from a broad demographic spectrum (culture, language, dialect). Ability to effectively prioritize in demanding situations. Conflict management skills to effectively deal with irate customers in a professional manner. Knowledge and skill in customer service and call center operations to include specialized systems and Automatic Call Distribution (ACD) operation. Knowledge of core VDOT functions and services including key contacts, where to obtain information, work order management systems and related organizational understanding to address customer concern. Minimum Qualifications: Ability to communicate effectively with internal and external customers (and other partners) verbally and in writing (with proper grammar, voice, and diction) in a customer-focused environment. Ability to effectively interact with persons from a broad demographic spectrum (culture, language, dialect). Conflict management skills to effectively deal with irate customers in a professional manner. Experience involving ability to communicate with internal and external customers. Experience involving attention to detail, and the ability to work independently, multi-task, and work well under deadlines. Experience working in a customer service team environment. Additional Considerations: A combination of training, experience, or education in Call Center Management, or related field desired. Bilingual skills appropriate for region demographics. Experience using geographic information system (GIS) mapping. Experience with call management technology. Experience working in a call center environment. Experience working in customer service team environment, using or familiar with ACD technology or equivalent, work order management and other technology systems. Click below to learn more about the Competency Model associated with this Position: Competency Model Physical Requirements Physical Requirements VDOT employees must abide by VDOTs Code of Ethics and the Commonwealths Standards of Conduct. VDOT Code of Ethics Standards of Conduct

Responsibilities

Provide effective customer service by responding to inquiries and concerns related to VDOT projects and services. Handle customer interactions primarily through phone and email, ensuring appropriate follow-up and processing of service requests.