Customer Service Representative

Job Description

Job Description

MISSION :

The mission of BAC is to provide persons with disabilities innovative services and opportunities to achieve personal success.

JOB SUMMARY :

Answer incoming calls from Department of Defense (DoD) and military veteran customers, troubleshoot, and resolve Tricare health insurance beneficiary support, web service, and communications issues. Candidates must be able to obtain and maintain a DoD SECRET security clearance. BAC will sponsor selected candidates to obtain this clearance.

EXAMPLES OF ESSENTIAL FUNCTIONS :

The list of essential functions below is intended to be representative of the tasks performed within this job. Other duties may be assigned based on business needs.

• Responds to customer inquiries utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes.
• Apply strict guidelines for safeguarding the confidentiality of sensitive information to be processed. Follow appropriate actions to be taken in line with the policies and procedures surrounding confidential information.
• Clearly and concisely document customer case notes in ServiceNow IT Service Management (ITSM) ticketing system.
• Requires the performance of decision-making activities due to occasional unpredictable and random customer inquiries requiring choices between a variety of procedures.
• Must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. Must be able to determine the customer’s desired product or service and provide thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer’s inquiry.
• Determines requirements by working with customers. Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Research and process Military Service Member inquiries and complaints received made via telephone or Fax Server.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Operates a PC and multiple mainframe databases to research information for interpretation and explanation to the Military Service Member or family.
• Must be able to research, identify and explain problems and resolutions in a minimum amount of time. Other tasks are performed as required.

SUPERVISORY RESPONSIBILITIES :

MINIMUM QUALIFICATIONS :

PREFERRED QUALIFICATIONS :

In addition to meeting the minimum qualifications listed above, an individual must be able to perform each of the established essential functions in order to perform this job successfully.

KNOWLEDGE, SKILLS, AND ABILITIES :

TRAVEL : None.

WORK AUTHORIZATION / SECURITY CLEARANCE :

Must be authorized to obtain and maintain authorized access to work on government installations and IT Systems.

PHYSICAL REQUIREMENTS :

Tasks involve sitting for extended periods of time. Above requirement can be performed with or without reasonable accommodations.

ENVIRONMENTAL REQUIREMENTS :

Tasks are regularly performed inside without exposure to adverse environmental conditions (example : dirt, heat, cold, rain, fumes).

SENSORY REQUIREMENTS :

Some tasks require manual dexterity, in addition to visual and hearing acuity.

Availability : Full Time

8-10 week training period : M-F 9 am - 5 : 30 pm

Typical shift time (post-training) : M-F, shift times between 8 am - 8 pm

Salary : $17.75 / hr.

Benefits :

Accepting applications until positions filled…

Applications may be completed through our website : https : / / bacemploy.com /

BAC

Providing innovative services for individuals with disabilities to achieve personal success!

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. We are a Drug-Free Workplace.

See https : / / www.abilityone.gov / “About Us” page for history of this program.