Call/Contact Center Customer Service Rep
ASRC Federal•Gettysburg, PA
•Onsite
About The Position
ASRC Federal Technology Solutions LLC, a subsidiary of ASRC Federal, is seeking a Customer Service Representative/Contact Center Agent to join our team in Gettysburg, PA in support of the Federal Communications Commission (FCC). This is a full-time, temporary position.
Requirements
- High School Diploma or equivalent
- A minimum of 1 year of customer service experience (call/contact experience is a plus)
- Proficiency with MS Office Suite.
- Excellent interpersonal skills as this role is dealing with the public on a wide variety of topics related to the FCC website, forms, procedures, policy and licensing.
Nice To Haves
- call/contact experience
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 1 technical assistance to customers.
- Troubleshoot login issues for customers.
- Provide customers with support navigating forms.
Benefits
- health care
- dental
- vision
- life insurance
- 401(k)
- education assistance
- paid time off
- PTO
- holidays
- any other paid leave required by law
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
