CSR Lead

Tuknik Government Services, LLC, a Koniag Government Services company, is seeking a Call Center Representative to support TGS and our government customer in Baltimore, MD. This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problem. Will be on the phones 7-8 hours a day.

All employees are considered mission critical and are expected to report even during inclement weather conditions.

Hours:
• Main Hours: Sat, Sun, Mon, Tues, Wed – 7:00am-3:30pm
• Assist working: After 3:30pm when needed
• Rotate working on some holidays

Location:
• Baltimore, MD

Essential Functions, Responsibilities & Duties may include, but are not limited to:
The person selected will be able to do the following:
• Work closely with the SSA Weekend Manager on the weekends
• Responds to PM Taskforce and Severity 1 emails in a timely manner especially on the weekends
• Follow the Incident Management Process (Outage Notification), Alerts
• Dial into Tiger Calls and provide status report to CC Manager
• Communicate Tiger Team calls on the weekend with Call Center Manager and Operations Manager (Faizan)
• Coordinate callback efforts
• Expert in PII and VIP process
• Assist with the following:
• DMF Report, Dispatch Reports
• Daily Staffing report – Must be sent before 8:30am daily
• New hire training schedule and providing ACD training codes
• Ticket management – Especially with the HW queue
• Phone calls, especially in the mornings and during All Hands-on-Deck
• Monthly Customer Satisfaction Survey challenges
• Ensure the following:
• SLA’s are being met with all the metrics documented in the SOW especially the Portal SLA
• Queues are managed daily
• Policies and guidelines are being followed by the team
• Weekend update aged tickets on the weekends
• Update coaching log daily
• Respond to HW Dispatch emails within 15 minutes
• Updating the Weekly Agents Metric Spreadsheet
• Updating schedules with call outs/PTO
• Attend weekly leads meeting and convey message to the team
• Monitor/QA Agents calls and SN Ticket documentation
• ACD Monitoring- Agents are logged in correctly to the phones without any issues. Follow ACD Monitoring process and report any issues to the Leads Team Chat in timely manner
• Go to the office to greet new hires on their first day- Assist to get their badge
• Go to the office to Retrieve equipment from agent when resigned/termed
• Coaching, Mentoring and Meeting with CSR’s
• Weekly and monthly reporting
• ATHD Liaison - Assisting
• Other duties as assigned.

The candidate must: To apply for the position you must have the below qualifications:
• Attendance – Exceeds expectations
• No performance Issues
• Tickets- Should not be on the weekly report for returned tickets
• Able to communicate effectively verbally and in writing
• Able to multi-task and have no issues to do additional tasks
• Must be a team player – Able to work with your co-workers and management
• Be able to effectively interact with all team members in both locations
• Work closely with the other leads and Call Center Manager
• Able to get task completed ASAP when needed
• Provide manager with weekly status report
• Back-up to other leads when needed
• SSA Call Center experience for at least 1 Year

Security Requirement:
• Ability to obtain a Public Trust

Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualifi