ASC Customer Care Representative - HRC (Fort Knox, onsite)

InspiriTec • Fort Knox, KY

13d • Onsite

About The Position

This position is for a Customer Care Representative (General Clerk 1) at Fort Knox, working onsite. The successful applicant must comply with federal contractor vaccine mandate requirements. The role involves assisting soldiers (Active, Reserve, National Guard), veterans, retirees, and their families with HR issues and concerns. This includes receiving inquiries via telephone, email, or hard copy regarding records, CRSC/TSGLI claims, retirement packet processing, ADPAAS accountability, and other ASC functions. The role requires becoming a universal agent capable of working in the Welcome Center and email, responding to multiple email inquiries, and performing phone call support when needed.

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.
• 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.
• Prior Army experience as an officer or senior NCO OR Army experience as a spouse.
• Familiarity with the Army Human Resources Command, its mission and goals.
• Must have a high school diploma or GED.
• Successful applicant must comply with federal contractor vaccine mandate requirements.
• Public Trust/NA CLC clearance (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance).

Nice To Haves

• Fluent bi-lingual a plus.
• Utilize Avaya phone systems, Microsoft Outlook, Soldier Management System, all Microsoft Office programs, Army Disaster Personnel Accountability and Assessment System.

Responsibilities

• Assist 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 CRSC/TSGLI claims, retirement packet processing information, ADPAAS accountability, and any other guidance or information regarding the functions of ASC.
• Respond to multiple email inquiries within a timely manner by providing guidance and regulations to service persons, veterans, and their families.
• Perform phone call support when the queue is backlogged.
• 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