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[Remote] Customer Service Representative I- Day Shift

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Note: The job is a remote job and is open to candidates in USA. ASM Research is dedicated to improving people’s lives through innovative technology and customer experience solutions. The Customer Service Representative (CSR) will support the Department of Labor National Contact Center by handling daily interactions with the American public and addressing labor-related inquiries.


Responsibilities

  • Handle daily interactions with the American public
  • Utilize customer service skills and experience to support American consumers
  • Use a cloud-based telephony system and a Customer Relationship Management (CRM) tool for research and informational purposes
  • Work independently as well as part of a larger team

Skills

  • High School diploma or General Educational Development (GED) certificate
  • A minimum of two years call center customer service experience
  • Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
  • Ability to control the pace, flow of the inquiry, and manage call time effectively
  • Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crises, and/or from abusive callers
  • Ability to listen to, empathize with customers, and acknowledge their concerns
  • Ability to follow protocol and to apply sensitivity and discretion in handling confidential information
  • Ability to gather and document information to determine a customer’s needs, apply problem solving skills, and resolve the inquiry/request effectively
  • Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner
  • Ability to use the web to search and retrieve information
  • Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers using appropriate equipment
  • Ability to take direction within a team setting and complete team-related work promptly
  • Equivalent to a low-risk public trust background investigation
  • Proficient in the use of MS Office including Word, Excel, PowerPoint, and Outlook
  • Able to work in a fast-paced environment

Company Overview

  • ASM Research, an Accenture Federal Services Company, is an information solutions integrator and a leading provider of innovative technology solutions and advanced analytical services for the Federal government. It was founded in 1978, and is headquartered in Fairfax, Virginia, US, with a workforce of 1001-5000 employees. Its website is http://www.asmr.com/.

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    Common Interview Questions And Answers

    1. HOW DO YOU PLAN YOUR DAY?

    This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

    2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

    When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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    4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

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    5. HOW DO YOU PROCESS INFORMATION?

    Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

    6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

    Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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    Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

    8. HOW TO PRIORITIZE WORK?

    The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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    10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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