Candidate will perform the duties and responsibilities of Switchboard Operator for the Department of Homeland Security (DHS) Switchboard. Responsible for responding to public and customer inquiries. Candidate will need to respond to incoming calls from the customers to take their requests, answer questions and inquiries, identify of “request” in the contact center and determining and rectifying of the origin of these calls, provide information and handle complaints regarding the organization’s products or services. Additionally, agents are responsible for making outbound VIP calls to set conference-calls and gather meeting data.
What You’ll Get to Do:
Under general supervision, the Switchboard Operator will have the following duties and responsibilities:
Answering phones from customers professionally and responding to customer inquiries and complaints.
Researching required information using available resources.
Handling and resolving customer complaints regarding products to customer service problems.
Providing customers with the organization’s service and product information.
Routing requests including; forms, and formal requirements requested by the customers.
Identifying, escalating priority issues and reporting to the high-level management.
Routing inbound calls to the appropriate resources.
Following up complicated customer calls where required.
Completing call notes and call reports as necessary and updating them.
Obtaining and evaluating all relevant data to handle complaints and inquiries.
Recording details of comments, inquiries, complaints, and actions taken.
Managing administration, communicating and coordinating with internal departments.
Identify problems and provide applicable remedies.
Position involves shift work: day, evening & overnight.
Other duties as assigned.
The work shift for the position is 9:00PM to 7:00AM nigh shift weekend and weekdays.
You’ll Bring These Qualifications:
BA/BS or equivalent
One year of applicable experience
Candidate will be required to obtain/maintain DHS Entry On Duty (EOD) access.
Normal demands associated with an office environment.
Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face.
What We Can Offer You:
We’ve been named a Best Place to Work by the Washington Post.
Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
We offer competitive benefits and learning and development opportunities.
We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
This position description is not an active opening but is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.