at InquisIT LLC in Machias, Maine, United States
Job Description
Company description
Transforming the Business of Government
InquisIT is a high-energy, forward-thinking, advanced technology company that provides our customers with an impressive array of System Engineering, Enterprise Infrastructure, Cyber Security, Software and Management services and solutions. We demonstrate a new brand of leadership-one that fosters trust, integrity, and excellence—by giving customers something different. This has afforded us high degrees of success and loyalty among our employees and customers. We embrace the belief that by providing the best service possible to government, we ultimately provide the best service to our nation.
At InquisIT, we build our culture on a foundation of honesty, mutual trust, collaboration, and innovation. Our people, known as “InquisITeers,” live our culture by being passionate thinkers, communicators and team players dedicated to our shared vision and to making people’s lives better and safer. We know that InquisITeers are our most important asset. Come bring your passion!
Job summary
InquisIT’s FMCSA NCHDB team is seeking a Customer Service Agent (CSA)with strong communication, customer service and computer skills to join us in our Machias area Call Center. In this role, you will be required to learn and maintain a basic knowledge of the FMCSA’s motor carrier regulations. You will use this knowledge to assist consumers with inquiries and filing complaints against commercial motor vehicle, passenger carrier and moving companies.
Primary job responsibilities
- Answer inquiries via telephone and respond to customer requests using excellent customer service etiquette
- Log all inquiries and update information in the tracking system, and in accordance with call center procedures
- Keep up-to-date with customer information utilizing user guides/manuals, website documentation and call center resources, i.e., notifications and alerts
- Identify, research and resolve customer inquiries using the computer system and call center resources
- Escalate inquiry tickets with details of research and troubleshooting steps taken
- Transfer (warm/cold) customer calls to appropriate staff using call center procedures
- Recognize, document and alert the coordinator/supervisor of trends in customer inquiries
- Recommend process improvements
- Other duties as assigned
InquisIT is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal opportunity without regard to race, color, sex (including pregnancy, childbirth or related medical condition), age, religion, creed, gender, gender identity or expression, national origin or ancestry, marital or familial status, citizenship status, family care status, sexual orientation, ancestry, political activity or affiliation,military or veteran status, genetic information, physical or mental disability, or any other criteria protected by federal, state, or local laws.
