Customer Service Representatives, Call Center

ASRC Federal•Gettysburg, PA

1d•Onsite

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, 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.