Bilingual Customer Service Representative II

ASRC Federal•Gettysburg, PA

21d•Onsite

About The Position

ASRC Federal Technology Solutions LLC, a subsidiary of ASRC Federal, is seeking a Bilingual Customer Service Representative II to join our team supporting the FCC Contact Center Consolidation Support Services contract in Gettysburg, Pennsylvania. 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™.

Requirements

Ability to communicate effectively in both English and Spanish
High School Diploma or GED
Minimum of 3+ years of experience in a call center, customer service or government information support role.
Proficiency with MS Office applications (Word, Excel, PowerPoint, Outlook, Teams).
Proven record of excellent customer service.
Strong communication skills.
Successfully complete a government issued background investigation.

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.