DMDC Tier 1 Customer Service Rep - DSO Knox (onsite)

InspiriTec•Fort Knox, KY

12d•Onsite

About The Position

This position provides 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. The role involves responding to customer inquiries, applying independent judgment, and making decisions concerning established processes, confidentiality, and actions in line with DMDC and InspiriTec policies. The representative must actively listen, ask probing questions, and communicate clearly to determine customer needs and provide appropriate information. They will research and process inquiries and complaints via telephone or Fax Server, resolve problems by clarifying issues, exploring solutions, and escalating unresolved issues. The role requires operating a PC and multiple mainframe databases to research information for interpretation and explanation to Military Service Members or their families, identifying and explaining problems and resolutions efficiently.

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 Clearance

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.
Determine the customer’s desired product or service and provide thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer’s inquiry.
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.