Customer Support Specialist III

ECS Federal•Memphis, TN

23h•Onsite

About The Position

ECS is seeking a Customer Support Specialist III to join its US Postal Service Address Change Service (ACS) support team in Memphis, Tennessee. The role receives, tracks, and reviews documents related to customer acquisition and verifies that customer information is complete and accurate to determine program eligibility. The position requires onsite training and occasional onsite meetings. A Public Trust background investigation is required, and candidates must be U.S. citizens or permanent residents (Green Card holders). The required schedule is 8:00 AM to 5:00 PM, Monday through Friday. The stated salary is $20.75 per hour.

Requirements

High school diploma or equivalent.
Six years of experience in the field or a related area.
Intermediate proficiency in computer skills.
Strong interpersonal skills and professional oral and written communication skills.
Clear judgment in resolving conflicts and accomplishing goals.
Ability to independently perform a variety of complicated tasks.
Self-starter able to perform multiple tasks with minimal supervision.
Ability to adapt to rapidly changing requirements.
Ability to work 8:00 AM to 5:00 PM, Monday through Friday.
U.S. citizenship or permanent resident (Green Card) status.
Ability to obtain a Public Trust clearance, which requires an in-depth background investigation.

Responsibilities

Add and modify account information.
Process applications, prepare correspondence, and fulfill customer needs to ensure customer satisfaction.
Provide customer support by phone and email.
Explain, research, and resolve customer issues related to all aspects of ACS.
Explain and provide customer support for Electronic Product Fulfillment (EPF).
Explain and review mail piece samples.
Review reports and spreadsheets and contact customers regarding issues.
Handle ServiceNow requests and investigate and respond when applicable.
Receive, track, and review customer acquisition documents and verify customer information for completeness, accuracy, and program eligibility.
Perform other duties as assigned.