Customer Service Representatives, Call Center

ASRC Federal • Gettysburg, PA

10h • Onsite

About The Position

ASRC Federal Technology Solutions, a subsidiary of ASRC Federal, is seeking several Customer Service Representatives (CSR) to support a Contact/Call Center in Gettysburg, PA for a federal government agency. INFORMATION SPECIALIST I (CSR) - Bilingual (Spanish) INFORMATION SPECIALIST 1 (CSR)

Requirements

• Permanent Residency or US Citizenship required for the government background check.
• HS Diploma and a minimum of 1 year of experience in a call center/contact center, customer service or government information support role or environment.
• Proficiency with MS Office
• 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.
• Positions available for bilingual (Spanish) and non-bilingual candidates.

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.

What This Job Offers

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