Contact/Call Center - Customer Service Rep.

Customer Service Representative / Contact Center Agent

ASRC Federal Technology Solutions LLC, a subsidiary of ASRC Federal, is seeking a Customer Service Representative / Contact Center Agent to join our team in Gettysburg, PA in support of the Federal Communications Commission (FCC).

Requirements:

• High School Diploma or equivalent and a minimum of 1 year of customer service experience (call/contact experience is a plus)
• Proficiency with MS Office Suite.
• Excellent interpersonal skills as this role is dealing with the public on a wide variety of topics related to the FCC website, forms, procedures, policy and licensing.

Responsibilities:

• Respond to inquiries from the public regarding licensing procedures, application requirements, and complaint filing processes.
• Provide accurate guidance on navigating online forms, and documentation requirements.
• Research and resolve escalated or complex consumer issues by referencing FCC policies, procedures, and knowledge base resources.
• Document all customer interactions in accordance with FCC and contract requirements, ensuring accurate and complete records.
• Support quality assurance and training activities by identifying common issues and recommending improvements to scripts, FAQs, and knowledge articles.
• Escalate unresolved issues to higher-level specialists or government staff as required.
• Provide Tier 1 technical assistance to customers.
• Troubleshoot login issues for customers.
• Provide customers with support navigating forms.

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. The salary offered will depend on several factors including, but not limited to, relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law. Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity 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.