Customer Service Representative
First seen by Alion on Oct 22, 2026.
About the role - The Customer Service Representative will serve as the primary point of contact for our clients, delivering timely and effective solutions to inquiries and issues. This on-site position requires strong communication skills, a proactive attitude, and the ability to manage multiple tasks in a fast-paced environment.
Key responsibilities
Respond to inbound calls, emails, and chat messages, ensuring a professional and courteous experience.
Identify customer needs, troubleshoot problems, and provide clear, step-by-step resolutions.
Document interactions accurately in the CRM system and follow up on open cases.
Collaborate with cross-functional teams to escalate complex issues and track resolution progress.
Maintain up-to-date knowledge of products, policies, and procedures.
Meet or exceed established service level agreements (SLAs) and performance metrics.
Contribute to continuous improvement initiatives by sharing feedback and suggestions.
Required qualifications
2-3 years of proven experience in a customer-facing support role.
Excellent verbal and written communication skills.
Demonstrated active listening and problem-solving abilities.
Strong time-management skills with the ability to prioritize tasks effectively.
Proficiency with CRM software and standard office applications.
Nice to have
Experience with multi-channel support (phone, email, chat).
Familiarity with ticketing systems such as Zendesk or ServiceNow.
Basic knowledge of the industry’s products or services.
Certification in customer service or related fields.