Call Center​/Customer Service Representatives; CSR

Manpower Group Public Sector is partnered with a federal integrator in their search for a Call Center/Customer Service Contact Center Representatives to join their team in Landover, MD. The core business hours for this role is 9:00am – 5:30pm EST plus a rotation to cover west coast hours.

Candidates must be eligible to obtain a Public Trust in order to successfully complete federal agency vetting – Public Trust is required to begin work.

The Contact Center Representative applies advanced skills and experience in performing end to end Customer Relationship Management functions. This position provides support for HR Services, HR Applications, and HR Transactions that receive inquiries including self-service resources in a tiered manner from Tier 1 to Tier 2.

• Provides support to end-users via voice and e‑mail
• Creates and/or documents ticket in Service Now with actions taken and discussion
• Accesses and researches documents that provide troubleshooting resolution
• Supports Tier 1 function and escalated Tier I requests
• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Responding promptly to customer inquiries
• Acknowledging and resolving customer concerns and complaints
• Ability to stay calm when customers are stressed or upset
• Communicating with customers through the various channels (phone, portal, and email)
• Learning our services inside and out so that you can answer questions presented
• Communicating and coordinating with colleagues as necessary
• Ensure customer satisfaction and provide professional customer support
• Other duties as assigned

• Able to meet requirements for a Public Trust clearance upon hire
• One year of call center experience responding to customer inquiries based on Federal HR knowledge
• Experience in ticket management (e.g. Service Now, etc.)
• Proficiency with Microsoft Office products
• Advanced troubleshooting and help desk experience (ability to learn and utilize the different HR systems needed to complete an inquiry)
• Producing and utilizing reports effectively
• Strong organizational and multitasking skills
• Ability to meet deadlines
• Strong communication skills

• Bachelor’s degree desired
• Quality control and process improvement experience
• Shared Services experience