ASC Customer Care Representative

Role Overview

• Assist team in meeting company mission and goals by assisting soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns.
• Receive inquiries via telephone, email, or hard copy requesting records, status of IPPSA claims, IPPSA accountability, and any other guidance or information regarding the functions of the CSB.
• Researches and facilitates resolution to the caller's inquiry.
• Inputs customer information in computer system for accountability and tracking purposes.
• Performs a variety of tasks, ability to multitask.
• Works under general supervision and must utilize appropriate chain of command.

Requirements

• High school Diploma/GED required
• At least one year of customer service experience needed
• Understanding of military concepts and procedures required.
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
• Ability to control the pace and flow of the inquiry/request and manage call time effectively.
• Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
• Ability to listen to and empathize with customers and acknowledge their concerns.
• Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.
• Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively.
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
• Ability to respond to inquiries in English; fluent bi-lingual a plus.
• Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers.
• Ability to take direction within a team setting and complete team-related work promptly.
• Familiar with standard concepts, practices, and procedures for customer service.
• Familiar with Army lifestyle, culture, policies and procedures.
• Excellent telephonic presence.
• Computer literate using MS Office products.
• Ability to work independently and in a team or work group.