ASC Customer Care Representative - IPPS-A (Fort Knox, onsite)
$41,184,000–$41,184,000 year
On-siteFort Knox, Kentucky, United States
Job Summary
Assist soldiers, veterans, and the Army family with HR issues, claims status, and accountability inquiries via telephone, email, or hard copy. Research and facilitate resolution to caller requests while inputting customer information into computer systems for tracking. Handle inquiries in a courteous, professional manner, including crisis situations and calls from impaired callers, utilizing empathy and problem-solving skills to determine needs. Apply discretion when managing confidential information and follow Army Human Resources Command protocols. Work under general supervision, utilizing Avaya phone systems and the Soldier Management System to record data accurately.
Required Qualifications
- Successful applicant must comply with federal contractor vaccine mandate 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.
- Ability to multitask.
- Ability to work independently and in a team or work group.
- Familiarity with the Army Human Resources Command, its mission and goals.
- High school Diploma/GED required
- At least one year of customer service experience needed
- Understanding of military concepts and procedures required
- Public Trust/NA CLC clearance (job offer is contingent upon obtaining clearance)
- Social security card
- Birth certificate
- Proof of citizenship
- Monday - Friday, 10:30am to 7:00pm shift option
- Tuesday - Friday, 8:30am to 7:00pm shift option
Desired Qualifications
- Fluent bi-lingual a plus
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