ASC Customer Care Representative - HRC (Fort Knox, onsite)
$3,692,000–$3,692,000 year
On-siteFort Knox, Kentucky, United States
Fort Knox, Kentucky, United StatesOn-siteFull Time$3,692,000–$3,692,000 yearMedium
Full TimeMedium
Job Summary
Assist soldiers, veterans, retirees, and the Army family with HR issues by receiving inquiries via telephone, email, or hard copy regarding records, CRSC/TSGLI claims, retirement packets, and ADPAAS accountability. Gather information to determine customer needs, apply problem-solving skills, and resolve inquiries effectively while researching and facilitating resolutions. Input customer information into computer systems for accountability and tracking, utilizing Avaya phone systems, Microsoft Office, and the Soldier Management System. Handle calls in crisis situations or from abusive callers with courtesy and discretion, ensuring clear communication and adherence to Army policies and procedures. Work independently and within a team setting, responding to inquiries in English with bi-lingual capability as a plus.
Required Qualifications
- Must have a high school diploma or GED
- Must be able to respond to inquiries in English
- Must be fluent bi-lingual (a plus)
- Must be able to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers
- Must be able to work independently and in a team or work group
- Must have prior Army experience as an officer or senior NCO OR Army experience as a spouse
- Must be familiar with the Army Human Resources Command, its mission and goals
- Must be familiar with standard concepts, practices, and procedures for customer service
- Must be familiar with Army lifestyle, culture, policies and procedures
- Must be able to work under general supervision and must utilize appropriate chain of command
- Must be able to take direction within a team setting and complete team-related work promptly
- Must be able to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers
- Must be able to listen to and empathize with customers and acknowledge their concerns
- Must be able to follow protocol and to apply sensitivity and discretion in handling confidential information
- Must be able to gather information to determine a customer's needs, apply problem-solving skills, and resolve the inquiry/request effectively
- Must be able to control the pace and flow of the inquiry/request and manage call time effectively
- Must be able to assist soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns
- Must be able to receive inquiries via telephone, email, or hard copy requesting records, status of CRSC/TSGLI claims, retirement packet processing information, ADPAAS accountability, and any other guidance or information regarding the functions of ASC
- Must be able to research and facilitate resolution to the caller's inquiry
- Must be able to input customer information in computer system for accountability and tracking purposes
- Must be computer literate using MS Office products
- Must be able to utilize Avaya phone systems, Microsoft Outlook, Soldier Management System, all Microsoft Office programs, Army Disaster Personnel Accountability and Assessment System
- Must be able to work M - F, 9:30am to 6:00pm EST shift
- Must comply with federal contractor vaccine mandate requirements
- Must have Public Trust/NA CLC clearance (job offer is contingent upon obtaining clearance)
- Must be able to provide Social security card, birth certificate, proof of citizenship documents if required to start the clearance
Desired Qualifications
- Fluent bi-lingual
- Familiar with Army Human Resources Command, its mission and goals
- Prior Army experience as an officer or senior NCO OR Army experience as a spouse
- Familiar with standard concepts, practices, and procedures for customer service
- Familiar with Army lifestyle, culture, policies and procedures
- Must be able to work under general supervision and must utilize appropriate chain of command
- Must be able to take direction within a team setting and complete team-related work promptly
- Must be able to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers
- Must be able to listen to and empathize with customers and acknowledge their concerns
- Must be able to follow protocol and to apply sensitivity and discretion in handling confidential information
- Must be able to gather information to determine a customer's needs, apply problem-solving skills, and resolve the inquiry/request effectively
- Must be able to control the pace and flow of the inquiry/request and manage call time effectively
- Must be able to assist soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns
- Must be able to receive inquiries via telephone, email, or hard copy requesting records, status of CRSC/TSGLI claims, retirement packet processing information, ADPAAS accountability, and any other guidance or information regarding the functions of ASC
- Must be able to research and facilitate resolution to the caller's inquiry
- Must be able to input customer information in computer system for accountability and tracking purposes
- Must be computer literate using MS Office products
- Must be able to utilize Avaya phone systems, Microsoft Outlook, Soldier Management System, all Microsoft Office programs, Army Disaster Personnel Accountability and Assessment System
- Must be able to work M - F, 9:30am to 6:00pm EST shift
- Must comply with federal contractor vaccine mandate requirements
- Must have Public Trust/NA CLC clearance (job offer is contingent upon obtaining clearance)
- Must be able to provide Social security card, birth certificate, proof of citizenship documents if required to start the clearance
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