Customer Service Representative

Job Description

The primary responsibility of the Customer Service Representative is to receive and respond to routine informational inquiries and service requests through the use of various communication technologies. This position supports the Case Processing Operation Center (CPOC) within our Infrastructure Support Professional Services (ISPS) Division.

Key Role/Responsibilities

• Accesses data through an electronic database to retrieve and/or record information relating to an individual's background investigation.
• Receives, comprehends, provides, and responds to routine informational inquiries and service requests through the use of various communication technologies, including but not limited to telephones, emails, facsimiles, postal mail and the internet.
• Responsible for responding to escalated and more complex inquiries on a broader scope of topics.
• Communicate missing case information to agencies via email and phone.
• Tasks may require simple adaptation and interpretation of provided reference materials such as internal process guidelines and contractual requirements.
• Prepare and return background investigations that do not meet the requirements of federal guidelines to the requesting agency.
• Determines if information provided by agencies is acceptable using judgement based on federal guidelines provided and resource guides.
• Modification of subject record, case papers and case status when applicable.
• Screening and scheduling of eQip investigations when necessary
• All other duties as assigned.

Requirements

• High School diploma or equivalent
• A minimum of one three (1-3) years of reviewing and scheduling background investigations.
• 12-18 months of agency correspondence experience is preferred but not required.
• Advanced experience using Microsoft Outlook and professional written communication is preferred but not required
• This position requires a flexible work schedule which can include weekends and holidays
• US Citizenship, due to nature of work performed and contract requirement.
• Must pass a government background investigation.
• Work will be performed on-site in Iron Mountain, Boyers, PA (remote work may be possible with manager approval)

Additional Qualifications:

• Experience working in the Government services industry is preferred.

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law

**COVID-19 Vaccination Requirement Statement

The COVID-19 vaccination requirement in Executive Order 14042 and FAR 52.223-99 is currently not effective. But please note that if those or other related requirements become effective, positions will require successful candidates to obtain and show proof of COVID-19 vaccination(s). ASRC Federal is an equal opportunity employer and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.