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Customer Service Representative
Job Location:
Job Location:
Vienna, VA - USA
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
29 September 2026 (7 days ago)
Posted:
Application Deadline:
27 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
ITCON Services is seeking to hire seasoned Customer Service Representatives for upcoming work. Were seeking outside-the-box thinkers who are technically skilled and customer focused. Our people are our most valuable resource and were always looking for technically talented bright and passionate problem-solvers to join our team. Are you excited about joining a company that is focused on team dynamics to drive growth Join us at ITCON as we expand our team!
We are seeking dedicated and customer-focused Contact Center Customer Service Representatives to join our this role you will be the first point of contact for customers providing high-quality service and support through inbound phone interactions for a federal contract. The ideal candidate will have strong communication skills be comfortable navigating multiple systems and demonstrate empathy and professionalism in every customer interaction. Key Responsibilities: Required Qualifications: Preferred Qualifications: Work Environment: Success Factors:
We are seeking dedicated and customer-focused Contact Center Customer Service Representatives to join our this role you will be the first point of contact for customers providing high-quality service and support through inbound phone interactions for a federal contract. The ideal candidate will have strong communication skills be comfortable navigating multiple systems and demonstrate empathy and professionalism in every customer interaction.
- Manage a high volume of inbound calls in a fast-paced contact center environment.
- Identify understand and resolve customer inquiries efficiently and accurately using appropriate tools and resources (e.g. CRM and Knowledge Management systems).
- Build trust and maintain strong relationships with customers through professional and empathetic communication.
- Use active listening and probing questions to clarify customer needs confirm understanding and ensure full issue resolution.
- Follow defined procedures scripts and compliance requirements while personalizing support as appropriate.
- Document customer interactions thoroughly in CRM including key details (who what when why where and how).
- Triage calls and determine the appropriate course of action: resolve escalate or transfer as necessary.
- Verify customer identity and protect sensitive information by adhering to privacy and security protocols.
- Provide tele-interpreter services or warm transfers to appropriate parties when needed.
- Participate in service recovery and de-escalation efforts to maintain customer satisfaction.
- Maintain up-to-date knowledge of products policies and procedures through regular training and use of the Knowledge Management (KM) tool (e.g. Salesforce).
- Support operational initiatives and other tasks as directed by leadership.
- Minimum of 2 years of experience in a call center or customer service role.
- High School Diploma or GED required.
- Proficiency in English (Spanish or other language skills are a plus).
- Strong verbal communication skills including active listening and empathy.
- Experience using CRM systems and/or Knowledge Management tools.
- Ability to follow structured procedures and scripts while adapting to customer needs.
- Skilled in handling sensitive and confidential information with discretion.
- Proven problem-solving and research skills with attention to detail.
- Comfortable working with computers navigating multiple applications and managing data entry efficiently.
- Ability to remain calm and professional in high-pressure or crisis situations.
- Experience providing support for government or public sector programs.
- Bilingual or multilingual communication skills.
- Familiarity with Salesforce or similar CRM platforms.
- Knowledge of privacy laws and compliance practices in customer service environments.
- Fast-paced call center setting.
- Requires extended periods of sitting and using a computer and headset.
- May require shift flexibility including evenings weekends or holidays depending on business needs.
- A passion for delivering exceptional customer service.
- High adaptability and willingness to learn.
- Commitment to teamwork integrity and continuous improvement.
Required Experience:
Unclear Seniority
