Customer Service Representative

Customer Service Representative

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 Defense and Intel Operating Group.

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 eAPP investigations when necessary
• Other duties as assigned.

Basic Qualifications:

• High school diploma or equivalent
• A minimum of one to three (1-3) years of government contracting experience in reviewing and scheduling investigations.
• Twelve to Eighteen (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.
• Effectively communicate with team members both written and oral.
• Must be able to interpret procedure manuals, email correspondence and instructions.
• Must have the ability to manage and complete work assignments independently or with minimal supervision.
• Must be able to work flexible schedule. Schedules are dependent on workload and will require availability outside of department core hours, which may include evening and weekends.
• Must be willing to work on-site as needed.
• Must consent to a government background investigation. Contract requires US citizenship, due to nature of work performed.

Work will be performed primarily on-site at Iron Mountain, Boyers, PA and remote. Work location will be determined based on job function/workload needs and leadership approval.

Additional Qualifications:

• Experience working in the Government services industry is preferred.
• Physical activity requiring reaching, bending, kneeling, stooping, lifting, finger dexterity, feeling repetitive motions, walking and standing.
• Ability to lift 25-50 lbs.
• Ability to sit for extended periods of time.
• Comply with all company policies, procedures, and safety rules and regulations.

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.