Customer Service Representative
Chickasaw Nation Industries

Job Info

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It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Please note that CNI is closely monitoring Executive Orders and will be following any final decisions or mandatesregarding the COVID-19 Vaccination as a federal contract provider.

SUMMARY

The CDC-INFO Customer Service Representative (CSR) II provides contact center support for the CDC National Call Center known as CDC-INFO. This position serves as initial point of contact to provide assistance to inquirers asking public health related questions via telephone, email, and/or web chat. The CSR responds to the inquirer's question(s) by using CDC approved scripts (known as Prepared Responses) and, response templates if responding to emails or web chats. The CSR documents all inquiries by creating and completing "cases" in the Microsoft Dynamics Customer Relationship Management (CRM) application.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following. Other duties may be assigned.

Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.

Receives incoming inquiries via telephone, email, and /or web chat. The CSR:

• Greets the inquirer.
• Documents the question(s) being asked in the MS Dynamics application.
• Performs a search within the Dynamics Knowledge Base for the correct Prepared Response(s) (PR) to respond to the inquirer.
• Uses an approved CDC template if applicable for responding to email or a web chat.
• Shares the information from the PR(s) with the inquirer.
• Upon satisfying the inquirer's question(s) closes out the case in Dynamics showing what PRs were used to answer the question(s).
• If the CSR is unable to answer the question(s), follow an escalation protocol to obtain the proper response.

The CSR will respond to each inquiry using only CDC approved content. They will not express personal opinions and will deliver the information in a professional manner without expressing personal bias, feelings, or prejudice.

Handles high call volumes under pressure in a stressful setting and exhibits a high degree of interpersonal communication.

Responsible for aiding in own self-development by being available and receptive to any training made available by the company.

Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize personal output.

Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.

EDUCATION/EXPERIENCE REQUIRED

High School diploma or General Education Degree (GED) and four (4) years' experience, or equivalent combination of education and experience. One year experience in customer service.

CERTIFICATES / LICENSES / REGISTRATION

Ability to obtain a Position of Public Trust clearance

JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES

Ability to remain calm and professional even when inquirer may be upset, angry, or rude.

Operational knowledge and understanding of contact center management practices with ability to understand relevant performance metrics.

Proficiency in using computer terminals and telephone system once trained.

Outstanding customer service and relationship-building skills with ability to anticipate and meet customer needs.

Skilled in facilitating teamwork and coordinating efforts for the successful achievement of goals.

Excellent verbal and written communication skills.

Excellent listening and problem resolution skills.

Ability to effectively interact with a large, diverse customer population.

Ability to organize work, set priorities and determine resource requirements.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write correspondence following CDC templates. Ability to speak clearly in English and to use medical or public health terminology as provided in CDC approved scripts. Ability to speak clearly in Spanish is a plus.

MATHEMATICAL SKILLS

Basic math skills.

REASONING ABILITY

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

SPECIAL PHYSICAL DEMANDS:

CSR may sit or stand at desk as needed. Must see computer screen clearly and type on a computer keyboard.

VISION DEMANDS

Ability to see (20 inches or less), distance (20 feet or more), color (identify and distinguish), peripheral (up/down and left/right with eyes fixed on given point ), depth (distances and spatial relationships) and adjust Focus (adjust the eye to bring an object into sharp focus).

NOISE DEMANDS

Moderate noise (office with computer, printers, and light traffic).

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

This job has expired.