Remote Sr. Call Center Representative

TechOp Solutions is seeking Senior CSRs who can provide masterful guidance in a federal contact center environment. Senior agents will have exceptional customer service skills, including experience deescalating calls and managing takeover calls, as well as handling disruptive callers. They will also provide coaching support for new agents and expert feedback for contact center tools. 

Remote position, but candidate must reside in the Hampton Roads area

Duties:  

• Provide direct customer service, supporting escalation queues and takeovers from frustrated or disruptive callers 
• Serve as expert user for contact center tools and software testing 
• Support new agent training, including coaching and nesting of new personnel 
• Coordinate with contact center supervisors on overall performance 
• Participate in quality assurance , in support of contact center supervisors 
• Other duties, as assigned 

• HS diploma (or equivalent) is required. 
• Customer service experience 
• Ability to use telephony tools and applications 
• Good verbal and written communication skills 
• Basis computer skills 
• Must be able to obtain and maintain government agency suitability requirements as a condition of employment 
• A reliable, hard-wired internet connection is required 
• 3 years of contact center experience (agent or higher)