ASC Customer Care Representative - IPPS-A (Fort Knox, onsite)

InspiriTec•Fort Knox, KY

13d•Onsite

About The Position

This position is for an IPPS-A Customer Care Representative (CCR), also known as a General Clerk II. The successful applicant will assist soldiers (Active, Reserve, National Guard), veterans, retirees, and their families with HR issues and concerns related to IPPS-A. Inquiries will be received via telephone, email, or hard copy, requesting records, status of IPPSA claims, IPPSA accountability, and other guidance regarding CSB functions. The role requires compliance with federal contractor vaccine mandate requirements.

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.
Excellent telephonic presence.
Computer literate using MS Office products.
Familiarity with the Army Human Resources Command, its mission and goals.
High school Diploma/GED required.
At least one year of customer service experience needed.
Understanding of military concepts and procedures required.
Must comply with federal contractor vaccine mandate requirements.
Obtain Public Trust/NA CLC clearance.

Nice To Haves

Fluent bi-lingual a plus.

Responsibilities

Assist team in meeting company mission and goals by assisting soldiers, 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.
Research and facilitate resolution to the caller's inquiry.
Input customer information in computer system for accountability and tracking purposes.
Perform a variety of tasks and multitask.
Work under general supervision and utilize appropriate chain of command.
Work independently and in a team or work group.