General Clerk II - Customer Service Representative (IMC00871)

Job Description

Job Description

This position will answer general questions from callers using the available knowledge base, the organization’s website, or other reference material and recommend resources available on the website. Will be responsible for responding to public inquiries regarding agency services, products, procedures, accounts, and website-related issues. Representatives provide professional customer support through multiple communication channels while maintaining accurate records within the CRM platform.

Work Location: On-site in Greenville, SC. Flexible shift availability. Employees will work a 40-hour workweek, within operating hours Monday through Friday, 8:30 AM to 8:00 PM EST, with schedules based upon the needs and direction of the customer.

Basic Required Qualifications and Skills: Note: These are mandatory items that all candidates must have when submitting an application to IMC for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.

• High school diploma or recognized equivalent required.
• Demonstrate at least one (1) year of customer service experience, including: phone and/or email contact center experience, data entry, contact center problem logging, Automatic Call Distribution (ACD) telephone systems, and face-to-face customer service experience.
• Minimum one (1) year of customer service experience.
• Experience with telephone or email-based customer support.
• Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails, with ability to clearly communicate technical issues to non-technical people in a friendly and positive manner.
• Proficiency with standard office applications and CRM systems.
• Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
• This position requires the ability to obtain a Tier 1 Public Trust clearance.

Desired Qualifications and Skills: It is desirable that the candidate have the following qualifications:

• Contact center experience.
• Multi Factor Authenticator (MFA) and account management support experience.
• Customer-focused problem-solving skills.

Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:

• Answer incoming telephone calls and customer inquiries.
• Respond to emails using agency-approved templates and procedures.
• Assist customers with agency account access, password resets, and MFA support.
• Research and provide information using the agency website, knowledge base, and approved reference materials.
• Document all customer interactions within CIP-CC.
• Process voicemail, postal mail, and returned mail requests.
• Escalate unresolved inquiries to appropriate Tier 2 support organizations.
• Maintain adherence to quality standards and customer service procedures.
• Participate in training, coaching, and knowledge-sharing activities.
• Support virtual agent and AI-enabled customer service enhancements.
• Other duties as assigned.

Salary and Benefits Information:
Please see the salary information listed at the beginning of this document, which is not a guarantee of compensation or salary. All salaries will be based on relevant experience, geographic location, and position and/or contractual requirements, which could fall outside of the listed range.

Full-time positions at IMC are eligible to participate in any or all of the benefit programs offered, including 401(k) with a 3% employer match, paid time off, paid holidays, FSA spending, dental, vision, health insurance, company-sponsored AD&D, and life insurance. Additional voluntary benefits are offered, such as voluntary life, AD&D, accident, critical illness, hospital, and pet insurance. Benefits are subject to change. Positions at IMC may also be eligible for a bonus and/or other incentives.

For more information about IMC’s benefits, please visit our website at -imc/careers

Background Information:

Innovative Management Concepts, Inc. (IMC), a Service-Disabled Veteran-Owned Small Business, provides a broad range of information technology IT services to government and commercial customers by placing a high priority on modernization, enhancing business processes through technology, and creating efficiencies through automation. Since its founding in 1989, IMC has offered solutions and expertise in: IT operations and maintenance, data management, cyber security, systems and network engineering and administration, cloud/hosting services, software development, website services, software quality assurance and testing (including IV&V), and project management. IMC is certified in International Organization for Standardization (ISO) 9001 Quality Management, ISO 27001 Information Technology Security Management, ISO 20000 Information Technology Service Management, and ISO 14001 Environmental Management System. Committed to continuous improvement and information security, IMC has been appraised at level 3 of the CMMI Institute’s Capability Maturity Model Integration for both Development and Services and we are CMMC Level 2 (Ver 2.0) compliant. Find out more about IMC at

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.