Customer Service Representative

3 months ago
Requisition ID
Category (Portal Searching)


The Government Solutions business unit of Black Box Network Services is an information systems integrator that designs, implements and maintains telecommunications and data solutions for Federal customers worldwide.

Black Box is seeking a qualified Customer Service Representative supporting the Government Solutions business unit at their Operations Center in Amherst, VA.


Duties and Responsibilities:

  • Maintain and enhance a strong customer service-oriented environment focused on problem resolution. Proactively identify and remove barriers to meeting customer expectations.  Provide timely documentation of issues, action plans and outcomes.  Achieve all customer satisfaction objectives and internal and external SLAs.
  • Foster collaborative working relationships across all levels and departments of the organization to execute service desk functions and company priorities.
  • Make and receive a high volume of customer calls with the intent of establishing and maintaining customer relationships, addressing customer concerns and promoting or selling company products and services.
  • Research, analyze and resolve customer issues in a quality and timely manner.
  • Manage maintenance retention activities for key customer accounts including direct coordination with customer points of contact, contract management personnel and Black Box Account Representatives.
  • Maintain customer records utilizing contract management tools
  • Develop templates for gauging and tracking customer satisfaction
  • Make recommendations to improve methodologies and processes to ensure stable and quality service delivery consistent with company objectives and customer expectations.


Required Qualifications:

  • Bachelor’s degree or equivalent experience providing support within the telecommunications or IT industry
  • Familiarity with Federal contracting processes and requirements, including the Department of Defense, Department of Energy and the Department of Veterans Affairs is a plus
  • In-depth knowledge of Black Box products and services is a plus
  • Familiarity with Nortel, Avaya, GENBAND and Cisco products and services is a plus
  • Proficient in Microsoft Office (PowerPoint, Excel, Word and Outlook)
  • Possess strong time management, prioritization and organizational skills
  • Possess strong problem-solving and decision-making skills with the ability to take ownership of a situation or task and operate with minimal direction and oversight.
  • Must have excellent customer service and collaboration skills including strong written, verbal and interpersonal communication skills

Black Box is an equal opportunity employer.  In accordance with federal, state and local laws, Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.


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