Technician - Service Center I FT (RAFB) (34440)
$38,979–$38,979 year
On-siteRandolph, Massachusetts, United States or Nockenut, Texas, United States
Job Summary
Respond to and provide timely, professional responses to telephone calls, e-mails, and webchats while documenting cases on a full spectrum of military and civilian personnel inquiries. Process all DD Form 214s for separating and retiring service members, including tracking, researching, collecting documentation, typing, certifying, and mailing. Identify customer needs, verify identity, and research government policies and personnel data systems to resolve HR inquiries quickly. Keep accurate records in the Right Now Technologies database, escalate unresolved cases, and adapt to changing Air Force HR procedures. Answer and resolve all cases within 120 seconds to minimize abandon rates. Requires U.S. citizenship, security clearance eligibility, and experience in a fast-paced customer contact center environment.
Required Qualifications
- U.S. citizen
- Eligible to obtain a US government security clearance
- FBI Background Check
- Minimum 6 months' to a year experience in a Customer Service environment
- Minimum 6 months' familiarity with Air Force terminology and Instructions
- Minimum 6 months' familiarity with Department of Defense (DoD)
- Minimum 6 months' familiarity with Air Force forms
- Minimum 6 months' familiarity with Military Personnel Data System
- Minimum 6 months' experience performing research
- Minimum 6 months' experience developing written responses to inquiries
- Minimum 6 months' experience working with Air Force personnel policies, procedures and manuals
- High School diploma or GED
- Ability to work effectively in a fast-paced, stressful environment
- Exceptional telephone skills
- Ability to respond in a professional manner verbally
- Ability to respond in a professional manner in written communication
- Ability to meet attendance expectations
- Must be able to meet the physical requirements of the position
- Valid driver's license
- Automobile insurance coverage
- Ability to travel as needed if you drive your vehicle during company business
Desired Qualifications
- Air Force Personnel Technical School
- Equivalent combination of education, experience and/or military and/or Air Force Civilian training
- Associates Degree
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