Contact Center Operator (SCA) - Evening/Weekend Shift

Contact Center Operator (SCA) - Evening/Weekend Shift

Job Category: Service Contract Act

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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CACI is seeking a Contact Center Operator to join our team in Washington, DC. The candidate will perform the duties and responsibilities of a Contact Center Operator for the Department of Homeland Security (DHS) Contact Center.

Responsible for responding to and routing public and customer inquiries.  Candidate will need to respond to incoming calls from the customers to take their requests, answer questions and inquiries, provide information and handle complaints.

Additionally, agents are responsible for making outbound VIP calls to set conference-calls while providing the highest level of customer service.

About the Role:

Under general supervision, the Contact Center Operator will have the following duties and responsibilities:

• Answering phones from customers professionally and responding to customer inquiries and complaints.

• Researching required information using available resources.

• Handling and resolving customer complaints regarding products to customer service problems.

• Providing customers with the organization’s service and product information.

• Routing requests including; forms, and formal requirements requested by the customers.

• Identifying, escalating priority issues and reporting to the high-level management.

• Routing inbound calls to the appropriate resources.

• Following up complicated customer calls where required.

• Completing call notes and call reports as necessary and updating them.

• Obtaining and evaluating all relevant data to handle complaints and inquiries.

• Recording details of comments, inquiries, complaints, and actions taken.

• Managing administration, communicating and coordinating with internal departments.

• Identify problems and provide applicable remedies.

• Other duties as assigned.

The work shift for the position is:

This position is required to be full time remote.

• Monday - Off
• Tuesday - 5:00pm – 1:00am
• Wednesday - 5:00pm – 1:00am
• Thursday - Off
• Friday - Off
• Saturday - 9:00pm - 9:00am
• Sunday - 9:00pm - 9:00am

Required Qualifications:

• Candidate will need to obtain/keep DHS Entry of Duty (EOD) Access

• Associate degree or higher , BA/BS

• One year of applicable experience

• Excellent Customer Service in both written and verbal communications

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What You Can Expect:

 

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

 

An environment of trust.

CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

 

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

 

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range:

This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits pro