Customer Service Representative
First seen by Alion on Oct 17, 2026.
About the role
The Customer Service Representative provides front-line support to our clients, handling inquiries, resolving issues, and ensuring a positive experience. This on-site position requires strong communication skills and the ability to manage multiple tasks efficiently.
Key responsibilities
Respond to inbound and outbound customer contacts via phone, email, and chat, maintaining a professional tone.
Utilize the CRM system to log interactions, track tickets, and follow up on open cases.
Diagnose and resolve product or service issues, escalating complex problems when necessary.
Meet daily and weekly performance metrics, including response time and customer satisfaction scores.
Collaborate with sales, technical, and billing teams to provide accurate information and seamless service.
Identify recurring issues and suggest process improvements to reduce future inquiries.
Maintain up-to-date knowledge of company policies, products, and promotions.
Required qualifications
1-3 years of experience in a customer-facing role, preferably in a call-center environment.
Proficiency with CRM software (e.g., Salesforce, Zendesk, HubSpot).
Excellent verbal and written communication skills.
Demonstrated problem-solving ability and attention to detail.
Strong time-management and multitasking capabilities.
High school diploma or equivalent; associate degree or higher preferred.
Nice to have
Experience with live-chat support platforms.
Familiarity with basic troubleshooting of software or hardware products.
Certification in customer service or related fields (e.g., HDI, COPC).
Knowledge of additional languages.