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 mandates regarding the COVID-19 Vaccination as a federal contract provider.
SUMMARY
The Customer Service Representative (CSR) supports the Federal Emergency Management Agency (FEMA). This position provides unbiased assistance to answer customer questions, assistance with problem resolution and documenting all provider encounters in clear and concise logs.
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.
Assists callers with questions and concerns related to the recent disaster, responds to customer inquiries with active listening using a script as a guide.
Utilizes standard technology such as computers, telephone, email and web browsers to complete work tasks.
Refers escalated calls as needed to supervisor.
Records all results from contacts in call center database.
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 aiding in own self-development by being available and receptive to all training made available by the company.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions as the best of own ability.
Promotes and encourages a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the company as a whole. Fosters an environment in which they will report any violations or reasonably suspected violation of CNI policy, FAR, and/or CFR and are comfortable discussing the myriad compliance, conflict, FAR, CFR, etc. issues that arise during the performance of a government contract.
EDUCATION/EXPERIENCE
High school diploma or general education degree (GED) and a minimum of six (6) months’ relevant experience and/or training, or equivalent combination of education/experience.
CERTIFICATES, LICENSES, REGRISTRATION
Requires an active government public trust clearance (updated within the past 3 years).
Bilingual Spanish-English proficient preferred.
Must be a U.S. Citizen with a clean background.
Must reside in U.S.A.
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Computer savvy.
Competency using MS Windows.
High speed internet connection (>15mbps). A hardwired direct connection to your home router is recommended.
A private work area and adequate power source.
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.
Exceptional organization, problem-solving and critical thinking skills.
Excellent verbal and written communication skills.
Excellent listening and problem resolution skills.
Ability to effectively interact with a large, diverse customer population.
Ability to manage multiple tasks simultaneously.
Ability to make sound, well-informed and objective decisions; perceives the impact and implications of decisions.
Ability to organize work and set priorities.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to perform successfully 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. May occasionally 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.
INDCNI
If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!