Customer Service Representative Details

Customer Service Representative

Future Technologies Inc. - Norfolk, VA

Employment Type : Full-Time

Overview: Support customers of the Navy Household Goods Customer Contact Center via telephone and/or email and record these communications in the Remedy database.
Hours are M-F 8am-4:30pmResponsibilities:

• Use the Virtual Call Center or Contact Center Phone system to provide customer support.
• Communicate with members/employees, their dependents or agents to process shipment needs and services required via telephone, email and on occasion in person.
• Provide assistance to include answering questions, providing claims information, providing assistance to determine pre-approved services, initiating shipment change requests.
• Initiate phone calls and emails to other departments or commands when additional assistance is required and cannot be provided by the call center.
• Communicates with customers to understand their logistics needs and services needed via telephone, email, and occasionally in person
• Uses sound judgment and strong communication skills responding to customer inquiries to ensuring issues are resolved
• Resolves challenging customer account issues while maintaining a positive, professional attitude and following set policies and procedures guidelines and regulations
• Works cross-functionally with other departments to prioritize, coordinate and apply resources as needed
• Comfortable working both independently and as part of a team
• Initiates phone calls and emails to other departments or commands when additional assistance is required

• High School diploma or GED
• Must have customer service skills and the ability to interpret customer inquiries and able to deal with customers in a tactful and diplomatic manner.Must have basic computer skills and experience working with Microsoft office products
• Must be adaptive to a fluid demanding work environment and able to multi-task utilizing computer equipment to locate data and information to assist customers
• Must be able to read and write English fluently and be able to speak clearly due to handing customer inquiries by phone.Must successfully complete a Navy security background review