DMDC Tier 1 Customer Service Rep - DSO Knox (onsite)

TIER 1 CUSTOMER SERVICE REPRESENTATIVE – DSO

(General Clerk 2) / (EEO/Disability/Vets)

Job Responsibilities: (include but not limited to)

Provide support and assistance to Defense Manpower Data Center (DMDC) beneficiaries per DMDC Standard Operating Procedure (SOP) utilizing DMDC Knowledge Base documents for beneficiaries having problems with DMDC services. Ability to work eight (8) hour shift TBD during the operational hours of 8:00am until 8:00pm, Monday through Friday.

Job Duties:

· Responding to customer inquiries utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes, the appropriateness or confidentiality of information to be processed and the actions to be taken in line with the policies and procedures of DMDC and InspiriTec.

· Requires the performance of decision-making activities as a result of sometimes unpredictable and random customer inquiries requiring choices between a variety of procedures.

· Must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. Must be able to determine the customer’s desired product or service and provide thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer’s inquiry.

· Determines requirements by working with customers. Answers inquiries by clarifying desired information; researching, locating, and providing information.

• Research and process Military Service Member inquiries and complaints received made via telephone or Fax Server.

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

• Operates a PC and multiple mainframe databases to research information for interpretation and explanation to the Military Service Member or family.

• Must be able to research, identify and explain problems and resolutions in a minimum amount of time. Other task performed as required.

Skills and Qualifications:

Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking • High School Diploma • RAPIDS Certified (Certification occurs as part of the on-board training) • Security Requirement: Public Trust/NA CLC Education:

Education:

Must have a high school diploma or GED.

Security Requirements:

Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.

This shift working hours TBD between the operational hours of: M-F, 8:00am to 8:00pm est.