Senior Customer Service Representative – Call Center Operations

Job not on LinkedIn

October 24

🍁 Vermont – Remote

Although this job is listed in Vermont, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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GaP Solutions

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SaaS • Retail • Hardware

GaP Solutions is an Australian provider of integrated retail technology and equipment. The company develops and delivers cloud-native EM Cloud™ back-office and EM POS™ point-of-sale software alongside POS hardware (printers, servers, terminals), weighing and labelling systems, and commercial food and bakery equipment. GaP Solutions specialises in retail-focused solutions for grocery, bakery, butchery, liquor, fuel/forecourt and convenience retailers, offering machine-learning-enhanced inventory and date-check management, self-checkout, integration/APIs, installation, certification and 24/7 support. They sell and support these products directly to retail businesses (B2B) and emphasise in-house development and service.

51 - 200 employees

Founded 1992

☁️ SaaS

🛒 Retail

🔧 Hardware

📋 Description

• Answer and track incoming calls, eliciting and recording actionable details from callers. • Review, analyze, and process online/web tips to determine jurisdiction and law enforcement referral requirements. • Research corroborative information in law enforcement, DHS, and open-source databases. • Document calls, tips, and research results accurately in government systems, safeguarding PII and Sensitive PII. • Draft and route detailed reports to ICE field offices and notify duty agents/officers of urgent matters. • Provide on-the-job training and mentoring to new Customer Service Representatives. • Create ad-hoc reports upon request and support recurring team meetings. • Collaborate with federal staff and ensure compliance with DHS policies, privacy regulations, and security standards

🎯 Requirements

• High school diploma required. • Minimum of 5 years of specialized experience in a contact center environment handling inbound calls of similar complexity. • Demonstrated experience in: Searching and researching multiple databases. • Resolving a wide variety of complex stakeholder issues. • Working on multiple projects simultaneously in a high-volume contact center. • Engaging with diverse stakeholders from various professional/administrative backgrounds. • Multitasking effectively, including simultaneous data entry and live communication. • Conceptualizing scenarios and communicating them clearly to stakeholders. • Independently interpreting, analyzing, and reporting sensitive information. • Actively listening to and processing complex information. • Communicating effectively both orally and in writing. • Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite. • Strong oral and written communication skills. • U.S. Citizenship or Legal Permanent Resident status (required for DHS contracts).

🏖️ Benefits

• Reasonable accommodations for qualified individuals with disabilities