Cayuse Holdings
  • 30-Nov-2022 to Until Filled (HST)
  • Cayuse Technologies
  • Pendleton, OR, USA
  • Full Time

Cayuse Technologies launched in 2006 as a US-based alternative to offshore technology delivery centers, providing information technology solutions and subject matter expertise to our clientele. Cayuse focuses on federal markets and missions, and is an SBA tribal 8(a) certified company. Cayuse brings significant past performance and excellent CPARS to its clients at an exceptionally competitive price. Cayuse's 41,000 sq. ft. technology delivery center is fully redundant and prepared to meet the needs of government. Our clients include DHS, DHA, DoS, USMC, US Army, HHS/Indian Health Service, Department of Interior, Bureau of Indian Affairs, Bureau of Indian Education, among many more.


Cayuse and our family of companies are 100% Indian Small Business Economic Enterprises (ISBEE) wholly owned by the Confederated Tribes of the Umatilla Indian Reservation (CTUIR). Specifically, within our Government Operations, we offer diverse business lines and workforce while providing solutions for federal, state, and local clients throughout the world. Cayuse's comprehensive program management, mission support, and technology solutions are ideally positioned to help our clients advance their goals.

Responsibilities

a) Identify the information needs of customers.
b) Provide information that meets the needs of customers and answers their questions in accordance with quality standards and business rules.
c) Collect data on each interaction using the provided CRM solution and other identified CC technology.
d) Speak and write using plain language.
e) Speak in a friendly conversational manner (not scripted) while maintaining a professional tone.
f) Use the provided CRM solution and other identified CC technology to help answer questions
on all channels, including use of standard templates while still delivering personalized information to each customer.
g) Perform Internet searches of government websites and other web content to locate specific answers to customer questions.
h) Control the pace and flow of the inquiry or request and manage call time effectively.

Minimum Qualifications

a) High school diploma or General Educational Development (GED) Certificate.
b) Customer service experience and ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
c) General knowledge of government programs.
d) General knowledge of Microsoft Office Suite products

Preferred Qualifications

a) Ability to listen to and empathize with customers and acknowledge their concerns.
b) Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.
c) Ability to gather information to determine a customer's needs, apply problem-solving skills, and resolve the inquiry/request effectively.
d) Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
e) Ability to receive inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers and route them to the appropriate CSR or queue for response.
f) Ability to receive coaching and performance feedback from supervisor(s).
g) Ability to communicate effectively.

Working Conditions

May be asked to travel for business or professional development purposes
Will work as needed to accomplish tasks and responsibilities
Hours of Operation: 5am to 5pm, Monday to Friday

Cayuse Holdings
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