ASC Customer Care Representative - IPPS-A (Fort Knox) Onsite

InspiriTec • Fort Knox, KY

13d • Onsite

About The Position

IPPS-A CUSTOMER CARE REPRESENTATIVE (CCR)

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

Successful applicant must comply with federal contractor vaccine mandate requirements.

Job Responsibilities:

· Assist team in meeting company mission and goals by assisting soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns. Receive inquiries via telephone, email, or hard copy requesting records, status of IPPSA claims, IPPSA accountability, and any other guidance or information regarding the functions of the CSB.

Job Duties:

· Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.

· Ability to control the pace and flow of the inquiry/request and manage call time effectively.

· Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.

· Ability to listen to and empathize with customers and acknowledge their concerns.

· Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.

· Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively. Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.

· Ability to respond to inquiries in English; fluent bi-lingual a plus.

· Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers.

· Ability to take direction within a team setting and complete team-related work promptly.

· Researches and facilitates resolution to the caller's inquiry.

· Inputs customer information in computer system for accountability and tracking purposes.

· Familiar with standard concepts, practices, and procedures for customer service.

· Familiar with Army lifestyle, culture, policies and procedures.

· Performs a variety of tasks, ability to multitask.

· Works under general supervision and must utilize appropriate chain of command.

· Excellent telephonic presence.

· Computer literate using MS Office products.

· Ability to work independently and in a team or work group.

· Familiarity with the Army Human Resources Command, its mission and goals.

Requirements

• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
• Ability to control the pace and flow of the inquiry/request and manage call time effectively.
• Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
• Ability to listen to and empathize with customers and acknowledge their concerns.
• Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.
• Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively.
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
• Ability to respond to inquiries in English
• Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers.
• Ability to take direction within a team setting and complete team-related work promptly.
• Familiar with standard concepts, practices, and procedures for customer service.
• Familiar with Army lifestyle, culture, policies and procedures.
• Performs a variety of tasks, ability to multitask.
• Works under general supervision and must utilize appropriate chain of command.
• Excellent telephonic presence.
• Computer literate using MS Office products.
• Ability to work independently and in a team or work group.
• High school Diploma/GED required
• at least one year of customer service experience needed
• understanding of military concepts and procedures required.

Nice To Haves

• fluent bi-lingual a plus.
• Familiarity with the Army Human Resources Command, its mission and goals.

Responsibilities

• Assist team in meeting company mission and goals by assisting soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns.
• Receive inquiries via telephone, email, or hard copy requesting records, status of IPPSA claims, IPPSA accountability, and any other guidance or information regarding the functions of the CSB.
• Researches and facilitates resolution to the caller's inquiry.
• Inputs customer information in computer system for accountability and tracking purposes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees