Call Center Operator (Swing shift)

Interested candidates are encouraged to apply as soon as possible.

Koniag Services Inc., a Koniag Government Services company, is seeking a dedicated and customer-focused Call Center Operator (Swing shift) to join our team supporting government clients in the Nashville, Tennessee area. The ideal candidate is a dependable and enthusiastic individual with a passion for delivering exceptional customer service and the ability to thrive in a structured, fast-paced call center environment. They communicate clearly and professionally, demonstrate patience and empathy when assisting end users, and take pride in resolving issues efficiently and effectively. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee. This position is a swing shift, 12:30 pm to 11:00 pm (4 On/4 Off/10-hour shifts), including a 30-minute meal break.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits, and tuition reimbursement.

The Call Center Operator will serve as the first point of contact for support, providing frontline assistance and customer service via phone, email, chat, and ticketing systems. This individual will work as part of a collaborative call center team under the direction of a Call Center Supervisor, following established procedures and service delivery standards to ensure a consistently positive support experience for all end users. Principal responsibilities will include, but are not limited to:

Serve as the first point of contact for government end users contacting the Call Center via phone, email, chat, or web portal, delivering professional, courteous, and efficient support interactions.
Answer incoming calls and accurately document all reported issues, requests, and resolutions in accordance with established procedures.
Follow established call handling scripts, knowledge base articles, and SOPs to provide information support.
Accurately categorize, prioritize, and route calls, ensuring all relevant information is captured and communicated clearly.
Maintain consistent adherence to SLA requirements for response times, resolution times, and ticket documentation quality throughout each shift.
Communicate clearly and professionally with end users throughout the support lifecycle, providing timely status updates and follow-up on open or escalated tickets as needed.
Participate in team huddles, training sessions, and knowledge sharing activities to stay current on supported systems, updated procedures, and emerging issues.
Adhere to all applicable federal regulations, agency security policies, and call center operational procedures during every end user interaction.