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CACI International Switchboard Operator (SCA) in Washington, District Of Columbia

Job Description

What You’ll Get to Do:

  • Perform the duties and responsibilities of Switchboard Operator for the Department of Homeland Security (DHS) Switchboard.

  • Respond to public and customer inquiries.

  • Respond to incoming calls from the customers to take their requests, answer questions and inquiries, identify of “request” in the contact center and determining and rectifying of the origin of these calls, provide information and handle complaints regarding the organization’s products or services.

  • Responsible for making outbound VIP calls to set conference-calls and gather meeting data.

  • Answering phones from customers professionally and responding to customer inquiries and complaints.

  • Researching required information using available resources.

  • Handling and resolving customer complaints regarding products to customer service problems.

  • Providing customers with the organization’s service and product information.

  • Routing requests including; forms, and formal requirements requested by the customers.

  • Identifying, escalating priority issues and reporting to the high-level management.

  • Routing inbound calls to the appropriate resources.

  • Following up complicated customer calls where required.

  • Completing call notes and call reports as necessary and updating them.

  • Obtaining and evaluating all relevant data to handle complaints and inquiries.

  • Recording details of comments, inquiries, complaints, and actions taken.

  • Managing administration, communicating and coordinating with internal departments.

  • Identify problems and provide applicable remedies.

  • Position involves shift work: day, evening & overnight.

  • Other duties as assigned.

You’ll Bring These Qualifications:

  • BA/BS or equivalent

  • One year of applicable experience

  • Candidate will be required to obtain/maintain DHS Entry On Duty (EOD) access.

What We Can Offer You:

  • We’ve been named a Best Place to Work by the Washington Post.

  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

  • We offer competitive benefits and learning and development opportunities.

  • We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

  • For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Job Location


CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.