Customer Service Representative I

ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at www.eccoselect.com. Position Title: Customer Service Representative I Location Information Alexandria, VA (Must be located within 50 miles of Greenville office. May require onsite reporting based on business needs.) Position Responsibilities: As a Customer Service Representative I, you will serve as the first point of contact for callers seeking general guidance and information. You will utilize resources such as internal knowledge bases, official websites, and reference materials to address questions, recommend resources, and resolve account-related issues. Duties include issue resolution for online platform accounts (such as password resets), and providing website-related support. - Answer incoming phone calls and retrieve voicemails, ensuring timely response on the same business day. - Transfer callers to specialized call centers as needed. - Respond to inquiries received via fax, email, and through the general mailbox, including questions regarding patents, trademarks, publications, and other products and services. - Use pre-approved responses and knowledgebase articles for consistent and thorough answers. - Provide printed materials or direct callers to additional community resources depending on their needs. - Track all inquiries and resolution steps via the Customer Contact Management System. - Maintain exemplary professionalism and courtesy with all customers.Essential Skills, Experience - A minimum of one (1) year of customer service experience, which may include contact center (phone/email), data entry, problem logging, or in-person interactions. - Experience using knowledge management systems and web-based resources. - Proficiency with software or web-based databases, laptop/PC use, and multiple email platforms. - Excellent listening, verbal, and written communication skills. - Ability to interact professionally and empathetically with a diverse customer base. - Demonstrated proficiency in English (speak, read, and write). - Strong attention to detail and comfort performing tasks independently and in a high-volume, deadline-driven environment. - Ability to track, prioritize, and resolve multiple concurrent issues. Qualifications: Must be a U.S. Citizen or have official legal status in the United States, and have resided in the U.S. for the last two years. Must be able to pass a federal background investigation and obtain a Public Trust clearance. Must be located within 50 miles of the Greenville office and be able to report onsite within 2 hours if needed (e.g., due to remote connectivity issues or business requirements). Ability to meet essential physical/mental demands, including extended periods at a computer, regular speaking/hearing activity, dexterity for computer use, and ability to process and integrate information to solve problems. Demonstrated ability to maintain professionalism and composure in high-pressure situations or when managing deadlines. ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities. Equal Employment Opportunity is The Law This Organization Participates in E-Verify