Senior Customer Care Associate

Location: Washington, DC
Anglin Consulting Group is seeking a Senior Customer Care Associate

Anglin Consulting Group is a fast-growing professional service firm that partners with private organizations and government agencies. We help our clients augment their existing in-house capabilities and deliver expert counsel to keep them efficient and relevant in today’s dynamic marketplace.  Our team delivers flexible support programs designed to drive measurable results in a broad range of areas. These include business operations, IT services, program management, finance operations, logistics and acquisition, and custodial services. Based in Washington, DC, Anglin Consulting Group is an economically disadvantaged woman-owned and service-disabled-owned small business.  A career at Anglin Consulting means you’re able to put your expertise, credentials, and talents to great use within prominent public and private establishments while also enjoying the excitement in working with a variety of organizations simultaneously. Contribute independently and collaboratively alongside our amazing team of doers and thinkers. At Anglin, we’re continually striving to take client organizations one step further.  Anglin Consulting is small enough to offer a family atmosphere yet large enough to deliver a highly competitive compensation package. We hire and retain the best in the industry, offering exceptional benefits that protect the well-being of our employees, their spouses and domestic partners, and their families.

Key Role:
Anglin Consulting Group has an opening for a Senior Customer Care Associate.  The Senior Customer Care Associate will be responsible for performing a variety of functions  within the Customer Care Branch.  Assists the Supervisor in maintaining orderly flow of day-to-day activities within the Branch including oversight of staff.  This position is located in Washington, DC.
  • Plans and coordinates activities of Customer Care Associates.
  • Monitors telephone answering by employees and advise and corrects any improper customer service practices or information being provided to customers.
  • Assists Customer Care Associates with customer inquiries and resolving customer issues.
  • Responds to complex and unique customer issues and refers sensitive issues to the Supervisor.
  • Provides positive input to the ongoing development and training of employees.
  • Conducts account analysis and takes appropriate action for resolution.
  • Provides support in the review of and ensures accuracy of correspondence and adjustments prepared.
  • Renders assistance in any area in the Customer Care Branch that needs assistance.
  • Prepares various reports and spreadsheets, utilizing applicable software programs (i.e. Excel and Word).
  • May be required to act as Branch Supervisor.
  • Performs other related duties and projects as assigned at the discretion of the Supervisor, Call Center.


Basic Qualifications: Manages time effectively, meets deadlines, achieves established goals & objectives. Assist in establishing, accomplishing & continuously evaluating goals. Assumes responsibility for accuracy of work processes, multiple task flows, and actions and decisions.

Required Qualifications:
The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential function satisfactorily. Reasonable amounts of training are provided.
  • High School diploma or General Educational Development (GED) certificate and five (5) years of related progressive experience in a customer service environment.
  • Excellent analytical skills.
  • Excellent oral and written communication skills.  Excellent interpersonal communication  and conflict resolution skills.
  • Utilizes a personal computer and maintains a working knowledge of applicable software programs (i.e. word processing, spreadsheets,  e-mail, etc.).
  • Ability to handle a fast paced environment.  Ability to work flexible hours.
Clearance:  Applicants selected will be subject to a security and/or background investigation and may need to meet eligibility requirements for access to classified information.

This is a contract position with a minimum duration of one (1) year with option to extend based on performance and client needs.

Job: Customer Service
Primary Location: United States-District of Columbia-Washington, DC
Travel: No

Nearest Major Market: Washington, DC 
Job Segments: Customer Service
Additional information
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Anglin Consulting Group is an Equal Opportunity Employer who is committed to creating a diverse environment.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Anglin Consulting Group
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