Customer Service Representative NMC

IronMountain SolutionsMartinsburg, West Virginia

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Overview

Schedule

Full-time

Career level

Senior-level

Remote

Job Description

Customer Service Representative - USCG NMC

Work Location: Martinsburg, WV

Schedule: Full Time; fully remote

Relocation: N/A

Note: This position requires Public TrustClearance.

Iron Mountain Solutions currently supports a contract providing call center support for the U.S. Coast Guard (USCG) National Maritime Center’s (NMC) Contact Center (CC). The Contact Center Specialist provides direct telephone, email, and chat-based support to members of the Merchant Mariner community, members of the public, and other concerned parties, on the Merchant Mariner credentialing process as administered by the United States Coast Guard National Maritime Center. The position requires the candidate to quickly develop an understanding of the laws, regulations, policies, and processes involved in the Merchant Mariner credentialing process, and relies on the candidate’s strong customer service and communication skills, both orally and in writing.

Job Responsibilities:

Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
Building lasting relationships with clients and other call center team members based on trust and reliability.
Utilizing software, databases, scripts, and tools appropriately.
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

Education and Experience Requirements:

Bachelor’s degree (no experience required), or
High school diploma (or equivalent) and 6 years of relevant experience
Must be able to obtain a Public Trust Clearance
Must have exceptional written and verbal communications skills

Iron Mountain Solutions is an Equal Opportunity Employer

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FAQs About Customer Service Representative NMC Jobs at IronMountain Solutions

What is the work location for this position at IronMountain Solutions?

This job at IronMountain Solutions is located in Martinsburg, West Virginia, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at IronMountain Solutions?

Employer has not shared pay details for this role.

What employment applies to this position at IronMountain Solutions?

IronMountain Solutions lists this role as a Full-time position.

What experience level is required for this role at IronMountain Solutions?

IronMountain Solutions is looking for a candidate with "Senior-level" experience level.

Does IronMountain Solutions allow remote work for this role?

Yes, this position at IronMountain Solutions supports remote work, giving candidates the flexibility to work outside the primary office location.

What is the process to apply for this position at IronMountain Solutions?

You can apply for this role at IronMountain Solutions either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.