Senior Customer Service Representative
WidePoint Corporation, Columbus, Ohio, United States, 43224
Senior Customer Service Representative - WidePoint Integrated Solutions Corp. - Columbus, OH
WidePoint Corporation (NYSE American:WYY), the federally certified provider of Trusted Mobility Management (TM2) and cyber solutions. WidePoint Corporation is a leading technology Managed Solution Provider (MSP) dedicated to securing and protecting the mobile workforce and enterprise landscape. WidePoint is recognized for pioneering technology solutions that include Identity & Access Management (IAM), Mobility Managed Services (MMS), Telecom Management, Information Technology as a Service, Cloud Security, and Analytics & Billing as a Service (ABaaS).
We are looking for a highly motivated Senior Customer Service Representative located in Columbus, OH that can operate in a fast-paced and demanding environment of a micro-cap publicly-traded company.
Position Summary The Senior Customer Service Representative (Sr. CSR) assists the help desk supervisors in developing, preparing, and motivating the Customer Service Representatives (CSRs). The Sr. CSR also assists in the daily work supported within the help desk.
Essential Duties And Responsibilities
Handling inbound calls for all clients, including calls from federal, commercial, and WCSC clients.
Assisting supervisors in managing incoming calls by monitoring call reporting, delegating work, and motivating the team.
Assisting with quality monitoring and supporting helpdesk emails.
Assisting supervisors with managing the clients' standard operating procedures (SOPs).
Collaborating with supervisors, project management, and carriers to attain the proper authorization(s) needed to support WidePoint's clients.
Supporting the training process.
Being cross‑trained and having the ability to support Shipping, Ordering, and Final Order Review.
Working closely with supervisors to resolve high‑level issues.
Coordinating and working on projects assigned by management.
Monitor intraday workloads and call volumes.
Adding and removing CSRs from authorization lists.
In the absence of management, the Sr. CSR is responsible for the following:
Coordinating the efforts of the Help Desk department to maintain client‑specific service level agreements (SLAs) while providing support to various projects and initiatives.
Providing a point of escalation for customer and client issues or complaints.
Maintaining a comprehensive daily schedule.
Providing day‑to‑day support for CSRs.
Performs other related duties as assigned.
Minimum Qualifications (Knowledge, Skills, And Abilities)
High school diploma or equivalent, customer service experience required.
Service‑oriented and able to resolve customer escalations and grievances.
Proficient with Microsoft Office Suite or related software.
Proficient cell phone and computer skills with the ability to learn new software.
Excellent written and verbal communication skills, including active listening.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Ability to prioritize and multi‑task in a high‑paced and, at times, stressful environment.
Able to pass federal security clearance (may require additional discussion).
Supervisory Responsibilities
Supporting the hiring and training processes.
Providing coaching to CSRs.
Assisting in the development of other CSRs.
Providing day‑to‑day support for Customer Service Representatives.
Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to fifteen (15) pounds at times.
Note This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other position‑related instructions and to perform any other position‑related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this position successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
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WidePoint Corporation (NYSE American:WYY), the federally certified provider of Trusted Mobility Management (TM2) and cyber solutions. WidePoint Corporation is a leading technology Managed Solution Provider (MSP) dedicated to securing and protecting the mobile workforce and enterprise landscape. WidePoint is recognized for pioneering technology solutions that include Identity & Access Management (IAM), Mobility Managed Services (MMS), Telecom Management, Information Technology as a Service, Cloud Security, and Analytics & Billing as a Service (ABaaS).
We are looking for a highly motivated Senior Customer Service Representative located in Columbus, OH that can operate in a fast-paced and demanding environment of a micro-cap publicly-traded company.
Position Summary The Senior Customer Service Representative (Sr. CSR) assists the help desk supervisors in developing, preparing, and motivating the Customer Service Representatives (CSRs). The Sr. CSR also assists in the daily work supported within the help desk.
Essential Duties And Responsibilities
Handling inbound calls for all clients, including calls from federal, commercial, and WCSC clients.
Assisting supervisors in managing incoming calls by monitoring call reporting, delegating work, and motivating the team.
Assisting with quality monitoring and supporting helpdesk emails.
Assisting supervisors with managing the clients' standard operating procedures (SOPs).
Collaborating with supervisors, project management, and carriers to attain the proper authorization(s) needed to support WidePoint's clients.
Supporting the training process.
Being cross‑trained and having the ability to support Shipping, Ordering, and Final Order Review.
Working closely with supervisors to resolve high‑level issues.
Coordinating and working on projects assigned by management.
Monitor intraday workloads and call volumes.
Adding and removing CSRs from authorization lists.
In the absence of management, the Sr. CSR is responsible for the following:
Coordinating the efforts of the Help Desk department to maintain client‑specific service level agreements (SLAs) while providing support to various projects and initiatives.
Providing a point of escalation for customer and client issues or complaints.
Maintaining a comprehensive daily schedule.
Providing day‑to‑day support for CSRs.
Performs other related duties as assigned.
Minimum Qualifications (Knowledge, Skills, And Abilities)
High school diploma or equivalent, customer service experience required.
Service‑oriented and able to resolve customer escalations and grievances.
Proficient with Microsoft Office Suite or related software.
Proficient cell phone and computer skills with the ability to learn new software.
Excellent written and verbal communication skills, including active listening.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Ability to prioritize and multi‑task in a high‑paced and, at times, stressful environment.
Able to pass federal security clearance (may require additional discussion).
Supervisory Responsibilities
Supporting the hiring and training processes.
Providing coaching to CSRs.
Assisting in the development of other CSRs.
Providing day‑to‑day support for Customer Service Representatives.
Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to fifteen (15) pounds at times.
Note This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other position‑related instructions and to perform any other position‑related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this position successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
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