Customer Care Representative

InspiriTec • Fort Knox, KY

2d

About The Position

IPPS-A CUSTOMER CARE REPRESENTATIVE (CCR) (General Clerk II) / (EEO/Disability/Vets) Job Responsibilities: · Assist team in meeting company mission and goals by assisting soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns. Receive inquiries via telephone, email, or hard copy requesting records, status of IPPSA claims, IPPSA accountability, and any other guidance or information regarding the functions of the CSB. Job Duties: · Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers. · Ability to control the pace and flow of the inquiry/request and manage call time effectively. · Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers. · Ability to listen to and empathize with customers and acknowledge their concerns. · Ability to follow protocol and to apply sensitivity and discretion in handling confidential information. · Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively. Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner. · Ability to respond to inquiries in English; fluent bi-lingual a plus. · Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers. · Ability to take direction within a team setting and complete team-related work promptly. · Researches and facilitates resolution to the caller's inquiry. · Inputs customer information in computer system for accountability and tracking purposes. · Familiar with standard concepts, practices, and procedures for customer service. · Familiar with Army lifestyle, culture, policies and procedures. · Performs a variety of tasks, ability to multitask. · Works under general supervision and must utilize appropriate chain of command. · Excellent telephonic presence. · Computer literate using MS Office products. · Ability to work independently and in a team or work group. · Familiarity with the Army Human Resources Command, its mission and goals.

Requirements

• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
• Ability to control the pace and flow of the inquiry/request and manage call time effectively.
• Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
• Ability to listen to and empathize with customers and acknowledge their concerns.
• Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.
• Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively. Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
• Ability to respond to inquiries in English; fluent bi-lingual a plus.
• Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers.
• Ability to take direction within a team setting and complete team-related work promptly.
• Familiar with standard concepts, practices, and procedures for customer service.
• Familiar with Army lifestyle, culture, policies and procedures.
• Performs a variety of tasks, ability to multitask.
• Works under general supervision and must utilize appropriate chain of command.
• Excellent telephonic presence.
• Computer literate using MS Office products.
• Ability to work independently and in a team or work group.
• Familiarity with the Army Human Resources Command, its mission and goals.
• Utilize Avaya phone systems, Microsoft Outlook, Soldier Management System, all Microsoft Office programs.
• Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking.
• High school Diploma/GED required, at least one year of customer service experience needed, understanding of military concepts and procedures required.
• Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.

Nice To Haves

• fluent bi-lingual a plus

Responsibilities

• Assist team in meeting company mission and goals by assisting soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns.
• Receive inquiries via telephone, email, or hard copy requesting records, status of IPPSA claims, IPPSA accountability, and any other guidance or information regarding the functions of the CSB.
• Researches and facilitates resolution to the caller's inquiry.
• Inputs customer information in computer system for accountability and tracking purposes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees