Customer Service Representative
About The Position
As a Customer Service Representative, you'll be a vital point of contact, ensuring our Air Force personnel receive accurate and timely financial support. Your responsibilities will include, but are not limited to, a weekly rotation of critical duties: Military Pay Expertise: Utilize the Joint Military Pay System (JMPS) to promptly address inquiries and rectify transactions for military members. This includes preparing documents for PCS inbound/outbound personnel, establishing BAH, and stopping old entitlements. Civilian Pay Support: Navigate the Defense Civilian Payroll System (DCPS) to handle inquiries and process transactions for civilian personnel. Defense Travel System (DTS) Mastery: Provide expert assistance with DTS authorizations and vouchers, answering entitlement questions, and preparing DOHA claims. You'll also collaborate with the Air Force Financial Service Center (AFFSC) on manual travel/PCS vouchers and rectify rejected submissions. Case Management System (CMS) Oversight: Competently operate CMS to initiate, update, and monitor cases, ensuring timely follow-up and resolution within established deadlines (e.g., closing cases within 45 days, submitting new CMS cases within 5 days of FSO submittal). Front-Line Customer Engagement: Monitor and respond to inquiries via the automated call distribution system and provide professional front counter assistance, building rapport with diverse customers of all ranks and temperaments. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Requirements
- Active Secret Security Clearance required
- Proven experience with the Defense Travel System (DTS) and military travel processes.
- Demonstrated experience with Military Pay and related systems (e.g., JMPS).
- Experience with Civilian Pay and related systems (e.g., DCPS).
- Familiarity with Wide Area WorkFlow (WAWF).
- Exceptional interpersonal and communication skills, with the ability to establish rapport with a diverse customer base.
- Strong organizational skills, attention to detail, and ability to work under pressure.
Nice To Haves
- Prior customer service experience within the Air Force or Department of Defense (DoD) settings is highly desired.
Responsibilities
- Utilize the Joint Military Pay System (JMPS) to promptly address inquiries and rectify transactions for military members.
- Prepare documents for PCS inbound/outbound personnel, establish BAH, and stop old entitlements.
- Navigate the Defense Civilian Payroll System (DCPS) to handle inquiries and process transactions for civilian personnel.
- Provide expert assistance with DTS authorizations and vouchers, answering entitlement questions, and preparing DOHA claims.
- Collaborate with the Air Force Financial Service Center (AFFSC) on manual travel/PCS vouchers and rectify rejected submissions.
- Operate CMS to initiate, update, and monitor cases, ensuring timely follow-up and resolution within established deadlines.
- Monitor and respond to inquiries via the automated call distribution system.
- Provide professional front counter assistance, building rapport with diverse customers of all ranks and temperaments.
Benefits
- comprehensive medical, dental, and vision insurance
- a 401(k) and HSA match
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
