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Webstore Support Representative (Denver) USGS

Denver, Colorado
 
 



SSi has principals that are an integral part of the organizations characteristic and are fundamentally essential to the shaping of everyday activities that connect to our broader mission and vision. As an organization SSi is committed to:
 
Foster a culture of innovative and out of the box thinking: 
We fundamentally understand that each employee has something unique to offer to the organization.  We foster a culture that nourishes innovation by empowering staff, leverages their passions, and encompasses a circle of trust where it’s all about thinking of new ideas and getting good feedback.
 
Invest in our Resources
Employees are essential, their physical and mental well-being are pivotal to the growth of our organization.  Our company culture, productivity, and overall employee happiness stem directly from how much training, responsibility, and empowerment they have within our organization. Our focus is on improving the growth of individual through education, allowing them to play central roles, so they can grow and add value to the company.
 
Provide solutions that are in the best interest of the customer and improve their strategic posture
We are in business to serve our customers and do what is in their best interest. Our philosophy is to offer services that are complete.  We strive to provide services that do more to help the customer improve in all areas including areas that they may not have considered.
 
Give thoughtful considerations to our actions and their affects
We give thoughtful consideration to each other’s differences and opinions. We must give our individual best to get the job done right. Everyone is accountable for their behaviors, exercising rational judgment, and giving thoughtful consideration to their professional activities and decisions.

Sharp Solutions, Inc has an immediate need for a Customer Service Representative for a new contract Task Order for the United States Geological Survey. 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 sales or 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

Service Desk (Tier 1) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT Related) via the provided Service Desk support management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI (http://www.thinkhdi.com/), best practices and established procedures and processes. Every customer contact will either generate a new Service Request or will be documented in an existing Service Request. Service Requests may be received via telephone, email, web submission, or IM/Chat as appropriate. 

Routine Duties/Job Requirements:

•    High school or general equivalency diploma
•    Experience in sales and customer service roles
•    Proficient with computers and software such as Microsoft Office
•    Excellent written and verbal communication abilities and interpersonal skills
•    Exemplary customer service skills
•    Ability to handle demanding customers with patience and professionalism
•    Able to thrive in a fast-paced environment

As time permits, Product Sales Call Center staff can help with other activities including processing Park Pass requests that were mailed in through the United States Postal Service (USPS)


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.

 

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