Customer Service Representative I

Sharp Solutions, Inc has an immediate need for a Customer Service Representative for a new contract Task Order for the United States Geological Survey. This is not a sales position. The successful candidate will be able to provide support to complete orders, check status of orders, find appropriate products based on customer needs, research and document return issues and provide return instructions, and other customer service type issues. Calls that cannot be handled by the call center will be transferred to an appropriate representative. Additionally, orders and questions will be processed by fax and email communication. This is a full-time position located in Lakewood, CO. Roles and responsibilities include:

JOB RESPONSIBILITIES

Staff will provide USGS Online Support. Public and business partners make contact through phone, email, and fax to get sales support for USGS products and Park Passes. This support includes inputting orders, answering questions about making orders, tracking orders, research and document return issues and provide return instructions, and other sales type questions. Technicians working Online Sales support are expected to be knowledgeable in USGS products and provide immediate support to customers.

Provide Call Center and Customer Service support for the Product Sales and Park Pass Program. The call center will receive calls on three different call queues. Park Passes, Order Enter (Map Sales), and Business Partners. Support will be provided to complete orders, check status of orders, find appropriate products based on customer needs, research and document return issues and provide return instructions, and other sales or customer service type issues. Calls/Chats that cannot be handled by the call center will be transferred to an appropriate representative. Additionally, orders and questions will be processed by fax and email.

Routine Duties/Job Requirements:

• High school or general equivalency diploma
• 1-2 years' Experience in customer service
• Exemplary customer service skills
• Online Chat using USGS chat tools
• Proficient with computers and software such as Microsoft Office
• Excellent written and verbal communication abilities and interpersonal skills
• As time permits, Staff can help with other activities including processing Park Pass requests that were mailed in through the United States Postal Service (USPS)
• Ability to handle demanding customers with patience and professionalism
• Able to thrive in a fast-paced environment.
• Ability to use tools and reports from the inventory system to answer customer questions. Reports include open orders, credit blocks, open deliveries, incomplete orders, and open invoices.

SSi is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. SSi also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability. VETS are encouraged to apply.