DMDC Tier 1 Customer Service Rep - DSO Seaside, CA (onsite) only

InspiriTec•Seaside, CA

11d•Onsite

About The Position

This role is for a Tier 1 Customer Service Representative (General Clerk 2) at DMDC Seaside, CA. The primary responsibility is to provide support and assistance to Defense Manpower Data Center (DMDC) beneficiaries, following DMDC Standard Operating Procedures (SOP) and utilizing the DMDC Knowledge Base. The position requires the ability to work an eight-hour shift between 5 am and 5 pm PDT, Monday through Friday. The role involves responding to customer inquiries, making independent decisions regarding established processes, and ensuring the confidentiality of information. Active listening, clear communication, and the ability to determine customer needs are essential. The representative will research and process inquiries and complaints received via telephone or Fax Server, resolve problems by exploring solutions and escalating unresolved issues. This position operates a PC and multiple mainframe databases to research and explain information to Military Service Members or their families, requiring the ability to research, identify, and explain problems and resolutions efficiently. Other tasks as required will also be performed.

Requirements

Customer Focus
Customer Service
Data Entry Skills
Listening
Phone Skills
Verbal Communication
Building Relationships
People Skills
Interpersonal Savvy
Problem Solving
Multi-tasking
High School Diploma
RAPIDS Certified (Certification occurs as part of the on-board training)
Public Trust/NA CLC Security Requirement

Responsibilities

Provide support and assistance to Defense Manpower Data Center (DMDC) beneficiaries per DMDC Standard Operating Procedure (SOP) utilizing DMDC Knowledge Base documents for beneficiaries having problems with DMDC services.
Respond to customer inquiries utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes, the appropriateness or confidentiality of information to be processed and the actions to be taken in line with the policies and procedures of DMDC and InspiriTec.
Actively listen, ask probing questions, and communicate in clear and understandable terms to determine the customer’s desired product or service and provide thorough direction and appropriate information.
Determine requirements by working with customers.
Answer inquiries by clarifying desired information; researching, locating, and providing information.
Research and process Military Service Member inquiries and complaints received made via telephone or Fax Server.
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Operate a PC and multiple mainframe databases to research information for interpretation and explanation to the Military Service Member or family.
Research, identify and explain problems and resolutions in a minimum amount of time.
Perform other tasks as required.