ASC CSR Level 1 Analyst-ITSD

(EEO/Disability/Vets)

Fulltime-SCA

*Successful applicant must comply with federal contractor vaccine mandate requirements.*

Immediate Supervisor: Team Lead/Shift Supervisors, under the direction of the Program Manager

• 
  Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers;
• Ability to control the pace and flow of the inquiry/request and manage call time effectively.
• Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers;
• Ability to listen to and empathize with customers and acknowledge their concerns;
• Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.
• Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively.
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
• Ability to respond to inquiries in English; fluent bi-lingual a plus.
• Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers.
• Ability to take direction within a team setting and complete team-related work promptly.
• Researches and facilitates resolution to the caller's inquiry.
• Inputs customer information in computer system for accountability and tracking purposes.

• 
  Familiar with standard concepts, practices, and procedures for customer service.
• Familiar with Army lifestyle, culture, policies and procedures.
• Performs a variety of tasks, ability to multitask.
• Works under general supervision and must utilize appropriate chain of command.
• Excellent telephonic presence.
• Computer literate using MS Office products.
• Ability to work independently and in a team or work group.
• Prior Army experience as an officer or senior NCO OR Army experience as a spouse.
• Familiarity with the Army Human Resources Command, its mission and goals.
• Utilize Avaya phone systems, Microsoft Outlook, Soldier Management System, all Microsoft Office programs, Army Disaster Personnel Accountability and Assessment System.

• CSR’s must become universal agents that are capable of working in the multiple applications/functions.
• Email Team: Respond to multiple email inquiries within a timely manner by providing guidance. Perform this function while maintaining the ability to answer phone calls if and when the queue is backlogged.

• Social Security Card
• Official Birth Certificate
• Proof of Citizenship and/or eligibility to work in the United States
• Medical documentation (for accommodation purposes)
• DD-214 Release from Active Duty (if prior military)

• InspiriTec is an Ability One program company
• InspiriTec Inc employs an on-site social worker to handle all accommodation needs
• Employment offers may be revoked if security clearance requirements are not met
• Employment is contingent on guidelines set by the Javits-Wagner O’Day Act