Northrop Grumman – Call Center Services Representative 4 – 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:

  • Develop strategies to meet customer needs and improve the customer service experience by monitoring service levels and escalating customer concerns.
  • Analyze metrics to identify trends that support the effectiveness of the various teams.
  • Monitor active cases to ensure timely resolution and utilize consistent application of investigation process for escalated cases.
  • Effectively communicates to leaders, peers, Human Resource Business Partners (HRBP) and other team members to enable consistent and timely flow of information.
  • Partners with Knowledge Base team to ensure KB Articles, desktop procedures and processes are up to date. 
  • Identify additional training needs, service offerings or process efficiencies.
  • Provide feedback & coaching to Tier 1 agents in the Multifunction Group.
  • Build process efficiencies and maintain client relationships across the Enterprise.

Qualifications:

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