We have Full time positions available at our remote Customer Service Center. We are looking for dynamic, hard-working professionals ready to grow with us. English and Bilingual positions are available. Working at ICF means applying a passion for meaningful work on the leading issues of our day. Smart, compassionate, and innovative, ICF believes in growing the careers of our employees.
CSRs are the frontline of support on programs that have life changing implications. This team will handle inquiries that involve the provisioning and maintenance of human social services including Child support, financial, nutritional and energy assistance and other services available to families and individuals in need across the state of Maryland. We need people who are respectful, professional, courteous, eager-to-learn, and ready to make a career with us. We provide training, competitive wages and benefits, and real opportunity for job growth.
The Customer Service Center’s regular hours of operation are Monday through Friday from 8:00 a.m. to 5:00 p.m. Based upon future client requirements, these hours are subject to change. Applicants will be required to work shifts based upon current or future client or employer requirements.
Job Description:
The Customer Service Representatives primary duties are:
- Respond to Customer inquiries and requests for information, and provide status updates, guidance, and information as outlined and defined in approved Desk Reference Guides, policies, and procedures.
- Access internal and client systems, interpret screens, update screens, and enter contact notes in automated systems.
- Communicate with client staff as required and forward Case and Customer information, when necessary, via telephone, facsimile, or e-mail or other electronic transmission for further processing in accordance with the approved Desk Reference Guides.
- Accurately respond to inquiries with a high degree of respect in a professional and courteous manner.
Minimum Qualifications:
- CSRs shall have at least 1+ year of Customer service experience.
- A high school diploma or GED is required.
- Applicants will be screened for diction, grammar, voice quality and articulation, proficiency with computer and Customer service skills and experience.
- Must live in the state of Maryland.
Preferred Skills/Experience:
- Ability to navigate in up to seven separate systems and up to three systems simultaneously.
- Ability to navigate and update systems in Windows.
- Ability to convey information and direction for multiple programs during a single interaction.
- Previous experience as a customer service representative in a call center.
- Associate degree or Degree in progress preferred.
Professional Skills:
- Strong verbal, interpersonal and written communication skills
- Team player with the ability to work in a fast-paced environment.
- Superior interpersonal skills including courtesy, professionalism, empathy, and a cooperative attitude.
- Ability to be flexible to handle multiple priorities and to work limited overtime as necessary.
Pay Range – There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is:
$27,132.00 – $46,125.00
