DescriptionJob Description:We are seeking a dedicated and skilled Customer Support Representative to join our team. In this role, you will handle in-bound customer inquiries with professionalism and efficiency, addressing questions about our products, services, order status, and more. Your primary responsibilities will include using scripted dialogues to respond to routine inquiries, escalating more complex issues to appropriate departments (e.g., product support, billing, sales, or return/repair), and maintaining accurate records of customer interactions.ICF is a mission-driven company filled with people who care deeply about improving the lives of others and making the world a better place. Our core values include Embracing Difference; we seek candidates who are passionate about building a culture that encourages, embraces, and hires dimensions of difference .Key Responsibilities:
Handle Customer Inquiries: Respond to in-bound calls regarding products, services, order status, and general questions, utilizing scripted dialogues as needed.
Escalate Issues: Identify and escalate complex inquiries or issues to the relevant department (product support, billing, sales, or return/repair) when necessary.
Log and Update Records: Accurately log customer interactions and update customer account records to reflect the current status and details of each inquiry.
Outbound Calling (at Higher Levels): Occasionally provide responses to submitted questions through outbound calls as required.
Issue Resolution: Resolve moderately difficult issues and make recommendations based on your understanding of our processes and procedures.
Prioritize Tasks: Work independently to prioritize and manage your workload effectively, while adhering to clearly defined policies and procedures.
Qualifications:
Education: High School Diploma or equivalent or Experience: 4+ years of relevant experience in a customer support or similar role.
Working at ICFICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy (https://www.icf.com/legal/equal-employment-opportunity) .Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.Read more about workplace discrimination rights , the Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf) , or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. (https://www.icf.com/legal/equal-employment-opportunity)Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.The pay range for this position based on full-time employment is:$30,517.00 - $51,879.00Virginia Remote Office (VA99)
