Overview

Tyto Athene LLC has the following role available providing support for the Social Security Administration (SSA) in Baltimore, MD: Customer Service Order (CSO) Coordinator.

This administrative position provides for the management of voice services to SSA, and is an integral part of the Tyto Athene LLC service delivery team. The person awarded this position will contribute to Tyto Athene LLC’s outstanding customer service.

Duties of this position are as follows:
· Act as primary interface between SSA telephone coordinators to insure SSA telephone service requirements
· Meet SSA telephone coordinators in their respective department locations to survey, suggest, and coordinate telephone service to permit the maximum use of TDM & VoIP voice services
· Answer the Telephone Trouble Line; receive trouble reports, open and close trouble tickets. Dispatch technicians for repair tickets
· Create/Close CSO orders per SSA telephone requests with accurate reporting & data entry into the Telephone Management System (TMS)
· Ability to research, report and resolve any discrepancy found within a given task
· Provide coverage to the SSA switchboard and transfer calls to appropriate directory listing
· Accurate reporting & data entry into Telephone Management System (TMS) of all CSO information
· Provide backup coverage to the main switchboard as well as to the CSO writers/schedulers
· Other office duties will be assigned as needed
Required Qualifications:
· Candidate needs to have a high school diploma or equivalent. Additional post high school training or college is desirable
· Basic computer and keyboarding skills required
o Microsoft Word, Excel, Outlook (e-mail) & Power Point required
o Respond to all E-mail, calls and voicemails daily in a timely manner
· 2 to 3 years’ customer service experience preferred; call center experience preferred, but not required
· Provide exceptional customer service by providing a neat physical appearance with good speaking and listening skills
· Professional appearance in accordance with Tyto Athene LLC standards
· Capable of passing a extensive background investigation to obtain Suitability for access into SSA
· Ability to successfully handle multiple priorities simultaneously is required
· Ability to work extremely flexible hours and support on-call duties and shift work may be required
· A valid driver’s license or Government provided Identification card is required
· Must be a US citizen
· Working knowledge of NORTEL/Avaya SL-100 SERVORD is a plus
· Working knowledge of NetPlus Telephone Management System is a plus
· Working knowledge of Voice over Internet Protocol (VoIP) and Softphones is a plus
Equal Opportunity Employer: Disability/Veteran


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