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Customer Services Associate

Category:  Call Center/Customer Service

We have an outstanding Contract position for a Customer Services Associate to join a leading Company located in Draper, UT.
Directs customer calls to the proper location and department. Prioritizes calls and escalates appropriate customer issues. Adheres to product specific guidelines, procedures, and best practices.

Job Responsibilities:
  • Create, research and update service requests.
  • Route service requests to appropriate product support teams.
  • Interface with Global support teams and Field personnel.
  • Inspect and influence global process alignment for incident management.
  • Implement escalation procedures as required.
  • Ability to work in a dynamic and changing environment.
  • Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.
  • Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service.
  • Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.
  • Performs other duties as required.
Job Qualifications:
  • A minimum of a High School Diploma or equivalent is required for this position.
  • 1-2 years relevant experience (customer support), or equivalent.
  • Customer Service skills.
  • Customer phone skills.
  • Strong computer skills.
  • Social Media skills.

Company Description: 
TAD PGS, INC. specializes in delivering secure, reliable and rapidly implemented workforce solutions to the U.S. Federal marketplace, including U.S. Government agencies and their prime contractors. With more than 50 years of experience, TAD PGS, INC. has earned a reputation for accountability, a value that government agencies and prime contractors both demand and deserve.

TAD PGS, INC. sources professionals for the full spectrum of federal positions, from administrative to management, and those contracts requiring extremely niche-oriented technical skills and the highest levels of security clearance.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / EOE Protected Veterans/Disability

Location:  Draper , UT

Minimum Experience (yrs):  1

Required Education:  H.S. diploma or equivalent

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