Customer Service Representative

Job Description

ASRC Federal Mission Services is seeking a mid-levelCustomer Service Representativeto support a DEA program in Weston, FL.

Work Arrangement: Telework with ability to be flexible to go onsite when needed

Clearance: Ability to obtain/maintain a Public Trust

Key Role

• Within a call center environment receive incoming calls and inquires and ensure the timely process through which call center problems are controlled and resolved.
• Identify the issue or problemof the inquiry and follow theresearch, isolation and follow-up steps to resolve any issues.
• Provide guidance/training for less-experienced personnel and provide second-tier support to end users for issue resolution.
• Examine system applications, by simulating or recreating user problems to resolve operating difficulties that the first tier cannot resolve and excalate issues to management or IT support
• Answer inbound telephone inquiries, make outbound calls when necessary, process orders, prepare and process correspondence, and fulfill all customer needs to ensure customer satisfaction.
• Perform daily office tasks such as communication with customers, filing, recording, maintaining records, copying, posting, and other similar duties, using a computer terminal, and other word processors to accomplish assignments.
• Ensures that confidential documentation is secured in compliance with the customer and companies policies and procedures.
• Handle telephone calls courteously and efficiently using proper telephone etiquette, including but not limited to the following: prepare for incoming calls; speak clearly and properly; listen when taking incoming calls; be sensitive to the needs and moods of callers; deal with irate callers; screen calls properly; give accurate information; transfer calls appropriately; take complete and accurate messages; conclude a call courteously; handle high volume calls expertly.
• Enteraccurate information in an Oracle database - Manage customer calls through call queue(s) - Solve problems using information researched and tools available such as specific web browsers.

Requirements

ASRC Federal is seeking candidates with Call Center experience and a passion for customer service to join our team. This full-time position offers work-life balance and an excellent benefits package. We support the Call Center for the Drug Enforcement Administration and offer a professional working environment. Apply today!

Requirements:

• Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook)
• Strong communication skills oral and written with effective organizational and time management skills
• Ability to interact with all levels of professionals
• Good problem solving skills with the ability to multi-task and meet strict deadlines.
• US Citizenship is required and the ability to obtain a public trust clearance.
• Ability to pass a government background check.

Experience/Education:

• Minimum of six (6) years of experience with a minimum of four (4) years as a customer support services operator/analyst.

**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.