Bilingual Customer Service Representative, Call Center

ASRC Federal•Gettysburg, PA

About The Position

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™ ASRC Federal Technology Solutions LLC, a subsidiary of ASRC Federal, is seeking a Bilingual (Spanish) Contact Center Agent (Customer Service Representative) to join our team in Gettysburg, PA in support of the Federal Communications Commission (FCC). We offer an excellent benefits package that includes tuition reimbursement, paid time off and 11 holidays as well as a culture that fosters innovation and teamwork.

Requirements

Fluency in Spanish and a High School Diploma or equivalent.
Minimum of 3–5 years of experience in a call center, customer service, or government information support role.
Ability to write reports in English.

Responsibilities

Respond to inquiries from the public regarding licensing procedures, application requirements, and complaint filing processes.
Provide accurate guidance on navigating online forms, and documentation requirements.
Research and resolve escalated or complex consumer issues by referencing FCC policies, procedures, and knowledge base resources.
Document all customer interactions in accordance with FCC and contract requirements, ensuring accurate and complete records.
Support quality assurance and training activities by identifying common issues and recommending improvements to scripts, FAQs, and knowledge articles.
Escalate unresolved issues to higher-level specialists or government staff as required.
Provide Tier 2 technical assistance to customers.
Troubleshoot login issues for customers.
Provide customers with support navigating forms.