Remote Opportunity

Job Summary

Answers and resolves customer inquiries via telephone and email related to the use of NJCCIS, including tracking calls and call resolution. Call Center agents interact with client users and are required to always maintain professional etiquette in their demeaner via by voice and email responses to the client’s end users. Additionally, the Agent should be well versed in all the client specific processes and participate in testing of new workflows to maintain working knowledge.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Adapt to different customer interactions and situations as well as varying call volumes

• Answer incoming calls and respond to customer’s emails

• Track all calls and emails, along with resolutions

• Work directly with customers to resolve a variety of issues such as resetting passwords, navigating through the system application on NJCCIS.com, creating of new accounts for customers, routing calls to the appropriate departments, escalating difficult issues to management or Tier II

• Monitoring support software used by the team (Call Center currently uses Five9 IVR software)

• Attends meetings as required

• System documentation, review and testing: maintain working knowledge of both TCC and client specific workflows, as well as any SOPs

• Assists and prepares reports for management review

• Serves as a liaison between customers and TCC development support teams

• Manages internal and external communications for client via email and SharePoint as required

• Call Center Agents must understand that their role is to assist client users in all defined client processes in a professional manner. They are required to interact with end-users with a positive and friendly manner as well as exhibit empathy in dealing with non-technical users

• Maintains documentation on processes

• Ability to learn the knowledge and usage of IVR systems (TCC uses Five-9)

• Ability to quickly learn the tools of systems and processes that are required and/or requested by the client and contract that are supported by the IVR systems. This would include things such as ‘password resets; IVR navigation and flows, specific client IVR and/or processes as well as any client SLAs.

Competencies

• Initiative

• Professionalism and Integrity

• Dependability

• Communicated Effectively

• Organization and Time management

• Adapts Well to Change

• Interpersonal Relations

• Accountability

• Subject Matter Expert

Supervisory Responsibility

This position does not have front line supervisory responsibilities.

Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to perform physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting up to 50 lbs, team lifting up to 100lbs, balancing, walking, stooping, and handling of materials.

Position Type/Expected Hours of Work Employee must be available during the “core” work hours of 11:00 am – 2:00 p.m. daily Monday- Friday. Additional hours may be available when other call center staff are on leave.

Travel No travel is expected for this position.

Required Education, Experience, and Skills

• Bachelor’s Degree or experience equivalency preferred

• 3+ years of experience in the field or related area

Additional Eligibility Qualifications Spanish (speaking and writing) are nice to have but not required.

About TCC

Founded in 1996 in Indianapolis, IN, The Consultants Consortium (TCC) is an innovative solutions provider committed to designing and delivering high-value, cost-effective IT consulting services and application technology solutions for both the private and public sectors. With a team of more than 250 IT and business professionals, TCC serves clients nationwide, from state and federal government agencies to commercial sector customers. TCC is committed to providing the most cutting edge solutions, and with that, ensures they stay up-to-date on crucial certifications and affiliations. Among these are the highly accredited Microsoft Certifications.

TCC holds multiple MS Certifications, including a Gold Certification level in both Application Development and Hosting, as well as a Silver Data Center Certification. In addition to Microsoft, TCC is also a Registered Partner with Amazon Web Services (AWS), and a Capability Maturity Model Integration (CMMI) Level III assessed development organization that utilizes the Information Technology Infrastructure Library (ITIL) standard processes for IT service management that focuses on aligning IT services with the needs of business. To maximize these practices, TCC encourages staff members to gain ITIL certifications, and even offers study courses and material in-house.