Deloitte Call Center Agent - Government Public Sector in Westlake, Texas
Are you passionate about Customer Service and helping others As a Government Call Center Agent you will help people across the US gain access to Government programs, answer questions, and resolve issues.
Work you'll do
Be a first point of contact for incoming calls and respond to questions, inquires, and provide information for Government based programs and services.
Be self motivated and able to perform duties either onsite or remotely.
Follow a script to provide callers with requested information.
Identify and escalate priority issues to appropriate resources.
Complete call notes and call reports as necessary.
Participate in call center trainings
Desire for upward mobility to become a lead or supervisor.
Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
The Contact Center practice is part of Deloitte's GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients' customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.
2+ years of Call Center or Customer Service experience
Ability to work remotely with limited distractions
Able to work 40 hours a week with flexible shift times (some shifts occur over the weekend)
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Must maintain a permanent residence in Texas, Virginia, or Illinois
Excellent customer service skills
Previous experience answering 30+ inbound calls per day
Ability to deescalate situations and assist concerned callers
Previous Government Call Center Experience
Basic computer skills in Microsoft office and Outlook
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