Customer Service Representative, Call Center

ASRC Federal•Gettysburg, PA

About The Position

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™ 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. We also have positions for those with Bilingual (Spanish) skills too.

Requirements

High School Diploma or equivalent and 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.

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.