CUSTOMER CARE REPRESENTATIVE – ASC

(General Clerk 2) / (EEO/Disability/Vets)

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

Job Responsibilities:

Assist soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns. Receive inquiries via telephone, email, or hard copy requesting records, status of CRSC/TSGLI claims, retirement packet processing information, ADPAAS accountability, and any other guidance or information regarding the functions of HRCC.

Job Duties:

• 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.
• CCR’s must become universal agents that are capable of working in other departments within the ASC.
• Email Team: Respond to multiple email inquiries within a timely manner by providing guidance and regulations to service persons, veterans, and their families. Perform this function while maintaining the ability to answer phone calls if and when the queue is backlogged.

Skills and Qualifications:

Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking.

Education:

Must have a high school diploma or GED.

Security Requirements:

Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.

Job Types: Full-time, Contract

Pay: $15.15 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
Successful applicant must comply with federal contractor vaccine mandate requirements.

Ability to commute/relocate:

• Fort Knox, KY: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Work Location: One location

Please Note :
epokagency.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, epokagency.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.