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Work Location: Martinsburg, WV\nSchedule: Full Time; fully remote\nRelocation: N/A\nNote: This position requires Public Trust Clearance.\nIron Mountain Solutions currently supports a contract providing call center support for the U.S. Coast Guard (USCG) National Maritime Center's (NMC) Contact Center (CC). The Contact Center Specialist provides direct telephone, email, and chat-based support to members of the Merchant Mariner community, members of the public, and other concerned parties, on the Merchant Mariner credentialing process as administered by the United States Coast Guard National Maritime Center. The position requires the candidate to quickly develop an understanding of the laws, regulations, policies, and processes involved in the Merchant Mariner credentialing process, and relies on the candidate's strong customer service and communication skills, both orally and in writing.\nJob Responsibilities:\nAnswering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.\nResponding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.\nEngaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.\nBuilding lasting relationships with clients and other call center team members based on trust and reliability.\nUtilizing software, databases, scripts, and tools appropriately.\nUnderstanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.\nEducation and Experience Requirements:\nBachelor's degree (no experience required), or\nHigh school diploma (or equivalent) and 6 years of relevant experience\nMust be able to obtain a Public Trust Clearance\nMust have exceptional written and verbal communications skills\nIron Mountain Solutions is an Equal Opportunity Employer

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Mansueto Ventures is home to two of the most iconic and vibrant brands in business publishing: Inc. and Fast Company. Every day, the content, awards, and events produced help entrepreneurs and innovators succeed by providing useful insights, sparking essential conversations, and offering much-needed inspiration.

Inc. is the voice of the American entrepreneur, inspiring and documenting the risk-takers and ultra-driven go-getters who represent the most dynamic force in the American economy.
Fast Company is the world’s leading business media brand, focusing on innovation in technology, leadership, and design to inspire readers to shape the future of business.

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