Visitor Center Lead Clerk

SOAR365•Richmond, VA

2d•$19 - $19•Onsite

About The Position

To support the Defense Supply Center Richmond (DSCR) with its access control program by the issuing of access control type media, Common Access Cards (CAC), Lenel Access Cards, and Visitor and Temporary badges. This is a full-time position at the Defense Supply Center Richmond (DSCR) Visitor's Center, providing exceptional customer support to members of the Armed Forces, family members, civilians, and contractors in providing various DoD identification card services. SOAR365 has been dedicated to supporting individuals and families living with disabilities for over 70 years. Their innovative programs and compassionate services are thoughtfully designed to meet real-world needs at every stage of life. Today, SOAR365 has a profound impact on more than 2,000 people and their families across the Greater Richmond area. Whether through employment, therapy, respite, or recreation, they help people of all abilities thrive. They are recognized as an Employer of Choice, offering competitive benefits, professional development opportunities, and a supportive environment where employees feel valued, empowered, and connected to meaningful work.

Requirements

Proficient in both oral and written communication to communicate effectively and explain complex actions regarding military entitlements, allowances, and collections
Excellent customer service and problem-solving skills
Proficiency with email, Microsoft Office, and operations-related applications
Ability to learn and operate multiple computer systems/programs
Ability to work independently or in a team setting
Must have a REAL ID
Must be able to pass an extensive background check.
High School diploma or equivalent
1+ years' experience in a Customer Service environment

Nice To Haves

DBIDS/DEERS/RAPIDS system knowledge is a plus
2+ years' experience supervising personnel

Responsibilities

Provide professional service and support for customers throughout their experience at the Visitor's center; addressing customer's questions and/or concerns as they relate to obtaining ID cards, along with information and guidance on eligibility requirements
Provide reception service as needed, to include: welcoming the customer, initial review of required documents to ensure the customer can obtain the appropriate card; directing customer to the appropriate attendant for services; answers telephone inquiries; and schedule appointments
Learn, operate, and maintain DEERS/RAPIDS/DBIDS/Lenel workstations in processing various types of DoD identification cards – this will include data entry, picture taking, fingerprint capturing, scanning, and attaching required documents
Ensure inventories of accountable media are conducted daily; ensuring that control/accountable inventory is secured daily; notify supervisor of shortages or discrepancies of controlled/accountable inventory; requesting replenishing of inventory prior to exhausting current inventory as necessary.
Fill in for the Supervisor as needed. Will include supervising and training staff, problem solving, and handling customer complaints.
Become a subject matter expert on the DEERS/RAPIDS/DBIDS/Lenel systems.
Assist Supervisor with daily coaching of staff to improve skills and efficiency.
Attends all required agency staff meetings and training sessions
Other duties as may be required