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

InspiriTec • Fort Knox, KY

10d • 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 requires responding to customer inquiries utilizing learned knowledge 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. This involves decision-making activities as a result of sometimes unpredictable and random customer inquiries requiring choices between a variety of procedures. The representative must be able to actively listen, ask probing questions, and communicate in clear and understandable terms, determining the customer’s desired product or service and providing thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer’s inquiry. The role also involves researching and processing Military Service Member inquiries and complaints received via telephone or Fax Server, resolving problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems. The representative will operate a PC and multiple mainframe databases to research information for interpretation and explanation to the Military Service Member or family, and must be able to research, identify and explain problems and resolutions in a minimum amount of time. Other tasks may be performed as required.

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.
• Research and process Military Service Member inquiries and complaints received via telephone or Fax Server.
• Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and 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.

What This Job Offers

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