CBP Customer Service Representative

Who we are

Technuf, LLC is a Maryland based SBA certified 8(a) small business company providing leading-edge and proven technologies, industry vertical domain expertise and highly skilled and motivated professionals to achieve our customers’ mission critical business needs.

What we’re looking for

Technuf is seeking an experienced Customer Service Representative. The primary purpose of this role is to provide support to a 24/7 operational information call center that is open 365 days a year to facilitate travel and effectively process enrollment inquiries. This information call center is established with language appropriate translators to serve the traveling public via telephone calls and emails. The CSR’s primary responsibility is to provide timely and accurate responses to inquiries from travelers around the globe regarding the applications developed and managed by DHS CBP to aid in visa renewal services and other travel and immigration related topics. Additional program support and training will be explained and provided in person.

Responsibilities

• Identify and respond to live contacts in order to give the appropriate response from the CBP-provided responses and materials.
• Be able to identify multiple questions / concerns / inquiries in email and respond using CBP approved template language.
• Identify and escalate inquiries that are unique and have no pre-approved template language by CBP.
• Be able to identify and escalate any communication that is suspicious or threatening to the public safety and transportation security.
• Answer customer’s questions, make referrals, help clarify CBP policies and procedures. Provide general travel assistance information.
• Provide information for filing claims with DHS.

Education

• Required: 4 year Bachelor’s degree from accredited college or university.

Experience

• 2+ years of call center customer service experience preferred.

Good to Have

Ability to maneuver and use web-based applications; possess excellent verbal and vocal skills, exceptional writing skills and technical acumen.

Benefits

We offer a competitive pay and benefits package that includes generous paid-time-off including holidays, short-and-long-term disability; group health insurance including medical, dental and vision coverage, training and 401(k) retirement plan.

Technuf is an Equal Opportunity/Affirmative Action Employer. Members of ethnic minorities, women, special disabled veterans, veterans of the Vietnam-era, recently separated veterans, and other protected veterans, persons of disability and/or persons age 40 and over are encouraged to apply.