Northrop Grumman – Call Center Services Representative 3 – OneTen

Northrop Grumman
Job LocationUS
Job TagFull Time

Description:

Northrop Grumman has created job opportunities in Irving, TX. We are looking for work-ready talent that can easily be accessed and put into our process quickly. Northrop Grumman is looking for talent to apply in the next 2-3 weeks. We will be screening candidates and submitting their resumes to Northrop Grumman on a rolling basis.

Location: Irving, TX (onsite 5 days a week)

Salary: $46,400 – $77,300

Responsibilities:

  • Resolve customer requests/issues by researching and taking additional steps as required.
  • Route/refer cases for advanced support. Total ownership of case from inception to completion.
  • Partner with stakeholders to successfully resolve problems or answer questions in a timely manner.
  • Accurately document customer issues, research steps, and actions taken in the case management system.
  • Perform back-office transaction processing (non-phone work) in support of HR functions.
  • Demonstrate the ability to translate complex information into a logical, concise communication (written and verbal).
  • Strong attention to details – driven to prevent errors and solving problems.
  • Able to grasp complex information quickly and probe effectively where additional information is required.
  • Demonstrate excellence in organizational and time management skills.
  • Ability to interact with a variety of customers, partners, vendors, management and employees.
  • Ability to work in a contact center environment with minimal supervision while using multiple system application

Qualifications:

  • High School Diploma or equivalent required
  • 4+ years of related experience. Previous experience interacting with customers in a service environment required.
  • Must be able to abide by the assigned work schedule and work a variety of shifts to support business needs.
  • Experience in a call center and following a structured phone schedule.
  • Ability to maintain confidentiality of information.
  • Confident phone presence and exceptional customer service skills are required.
  • Prior experience using a case management system.
  • Strong customer service, problem solving and technology skills.
  • Proficient in MS Office applications – Word, Excel, PowerPoint, Teams.
  • Working knowledge of Workday or other HRIS system.
  • Effective listening and reading comprehension skills.

Industry Insights

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