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

InspiriTec • Fort Knox, KY

1d • Onsite

About The Position

This position is for a Customer Care Representative (General Clerk 1) who will assist soldiers (Active, Reserve, National Guard), veterans, retirees, and the Army family regarding their HR issues and concerns. The role involves receiving inquiries via telephone, email, or hard copy requesting records, status of CRSC/TSGLI claims, retirement packet processing information, ADPAAS accountability, and other guidance related to ASC functions. The representative will act as a universal agent, capable of working in the Welcome Center and email, responding to multiple email inquiries by providing guidance and regulations, and also handling phone calls when the queue is backlogged. The position requires a high school diploma or GED and is contingent upon obtaining a Public Trust/NA CLC security clearance.

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 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.
• Computer literate using MS Office products.
• Must have a high school diploma or GED.
• Job offer is contingent upon obtaining Public Trust/NA CLC clearance.

Nice To Haves

• Fluent bi-lingual a plus.
• Familiar with standard concepts, practices, and procedures for customer service.
• Familiar with Army lifestyle, culture, policies and procedures.

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 this function while maintaining the ability to answer phone calls if and 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.
• Take direction within a team setting and complete team-related work promptly.
• Works under general supervision and must utilize appropriate chain of command.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED