General Clerk III

General Clerk III

This position uses some subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in nature and sequence. The General Clerk III selects from alternative methods and refers problems not solvable by adapting or interpreting substantive guides, manuals, or procedures. Typical duties include: assisting in a variety of administrative matters; maintaining a wide variety of financial or other records (stored both manually and electronically); verifying statistical reports for accuracy and completeness; compiling information; and handling and adjusting complaints.

Duties specific to supporting the task may include:

• Answer incoming telephone calls and properly respond to inquiries
• Telephone responsibilities to include answering in-coming multi-line switchboard, as well as resolving the call to include but are not limited to taking messages, transferring calls to the appropriate party or to voice mail.
• Open, date stamp, log and distribute daily mail
• Obtain significant knowledge of and access to various computer programs and databases used in the NFA and FESD Division including but not limited to NFRTR, FLS, FEIS, Microsoft Office Suite and other databases as established
• Compile data from various sources and enter pertinent information into appropriate database, spreadsheet or other communication instrument
• Properly and tactfully deal with Federal personnel as well as Industry members
• Ability to handle complaints orally and/or written to escalate to the proper chain of command
• Assisting in a variety of administrative matters
• Requesting confidential information to input into various databases to retrieve information
• Verifying caller's PII (full name, SSN, DOB, and/or address) to ensure breech of data does not occur
• Ability to retrieve information from various resources to compile correspondences
• Ability to email or fax documents as needed
• Verify information for outgoing correspondences to assure accuracy and completeness

Required Qualifications:

• Work with minimal supervision and manage time to efficiently complete actions within acceptable service and accuracy levels
• Experience in performing work requiring attention to detail and accuracy
• Good sense of time management and the ability to work under time constraints
• Willingness to work as a team player
• Strong sense of Customer Service
• Understanding of the importance of consistently delivering high-quality work
• Experience in identifying and submitting potential problems to appropriate levels of management
• Exhibit good computer skills including accurate use of keyboard, familiarity with basic Microsoft Office applications and accessing and utilizing web browsers to conduct simple inquiries
• Excellent oral and written communication skills
• Identifying and submitting potential problems to appropriate levels of management

• Must be able to obtain and maintain MRPT facility credentials/authorization. Note: US Citizenship is required for MRPT facility credentials/authorization at this work location.

Other:

• Ability to frequently lift up to 40 pounds
• Ability to perform frequent repetitive motions using fingers, hands, wrists and arms
• Proven telephonic customer service skills
• Documented ability to resolve complex issues for customers

Education:

• High school diploma or general education degree (GED) is required
• Some telephonic customer service skills preferred including, but not limited to, ability to fax, scan, file and distribute incoming documents, excellent telephone etiquette to include answering in-coming calls and placing out-going calls as well as resolving the call to include, but not limited to, taking messages, transferring the caller to voice mail or transferring the caller
• This position may require performing some training of same or lower-level contract staff
• Duties as assigned by Supervisor; Please be aware that in order to meet contract requirements, all employees may be directed to assist in other same category tasks

Service Contract Act (SCA) Compensation & Benefits:

This is an hourly, overtime-eligible position that falls under the Service Contract Act (SCA). In accordance with the Health and Welfare provisions of the SCA, and in addition to your base hourly rate, you may be eligible to receive an additional health and welfare payment for each hour you work to ensure compliance with the minimums set forth by the act. The amount you are entitled to receive will vary depending upon the fringe benefits you select now and in the future.

Compensation Details:

$20.57

The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.

Benefits Overview:

Our health and welfare benefits are designed to support you and your priorities. Offerings include:

• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement benefits (including 401(k) matching)
• Educational reimbursement
• Parental leave
• Employee stock purchase plan
• Tax-saving options
• Disability and life insurance
• Pet insurance

Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.