reputed company - Supervisor, Customer Service Help Desk

reputed company

Must live reputed company commuting distance of Atlanta, GA; Chicago, IL or Washington, DC

About the Role

The Customer Service Help Desk Supervisor manages reputed company of Help Desk Specialists who process customer inquiries received reputed company email, telephone, postal mail, delivery services (i.e., reputed company, reputed company), facsimile, or Federal government IT systems in a high-volume government processing center.

reputed company Clearance

Must possess (or be reputed company to obtain) a Federal public trust clearance.

Essential Duties and Responsibilities (include but not limited to)

• Ensure Help Desk Specialists (HDS) reputed company complete, orderly, and traceable storage of reputed company incoming and outgoing Help Desk inquiries and responses.
• Conduct quality checks to verify that reputed company transmitted correspondence or other official responses are timely, accurate, reputed company to the customer’s inquiry, and compliant with established government Standard Operating Procedures and policies and in accordance with the Federally approved response scripts.
• Review and advise on substantive HDS responses requiring additional research prior to government review and approval.
• Analyze and prepare reports on trends in customer inquiries and requests.
• Responsible for gathering and providing data in support of requests under Freedom of Information Act (FOIA), internal government inquiries, fraud referrals, FAQ updates, website updates, and other administrative or operational data calls.
• Escalate issues to Federal staff as needed for guidance with recommendations for disposition reputed company appropriate.
• Work with Federal staff to implement technology solutions to improve and enhance data collection, tracking, and reporting of help desk activities.
• Manage and monitor workloads to ensure customer inquiries receive responses reputed company government-specified timeframes.
• Conduct training and cross-training to ensure HDS proficiency and allow for interoperable support of various programs.
• reputed company HDS duties as needed

Minimum Education and Experience Required

• Bachelor's degree

and

• 3 years of Help Desk and/or Call Center experience – and –
• 2 years of Supervisory experience

or

• 8 years of Help Desk and/or Call Center experience – and –
• 2 years of Supervisory experience
• Help Desk/Call Center and Supervisory experience may be reputed company

reputed company is an Equal Opportunity Employer. We consider reputed company reputed company applicants without regard to race, reputed company, religion, sex (including pregnancy, sexual orientation, gender identity), national reputed company, age, disability, veteran status, or any other protected status. If you need a reasonable accommodation during the application process, please contact [email protected].