Assist 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 CRSC/TSGLI claims, retirement packet processing information, ADPAAS accountability, and any other guidance or information regarding the functions of ASC.
Control the pace and flow of the inquiry/request and manage call time effectively.
Handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
Follow protocol and apply sensitivity and discretion in handling confidential information.
Gather information to determine a customer's needs, apply problem-solving skills, and resolve the inquiry/request effectively.
Research and facilitate resolution to the caller's inquiry.
Inputs customer information in the computer system for accountability and tracking purposes.
Works under general supervision and must utilize appropriate chain of command.

Must have a high school diploma or GED.
Prior Army experience as an officer or senior NCO OR Army experience as a spouse.
Ability to listen to and empathize with customers and acknowledge their concerns.
Ability to take direction within a team setting and complete team-related work promptly.
Excellent telephonic presence.
Familiar with Army lifestyle, culture, policies, and procedures.
Fluent bi-lingual a plus (response in English required).
Computer literate using MS Office products.

ASC Customer Care Representative – HR

Key skills