Customer Service Representative

ASRC Federal; Boyers (PA); On-site; USD 35,000 - 55,000; Full time

Job summary

ASRC Federal seeks a Customer Service Representative to handle routine inquiries and service requests for the Case Processing Operation Center (CPOC) within the Defense and Intel Operating Group. On-site work in Boyers, PA is required weekly, with potential remote components depending on workload.

The role requires strong Microsoft Outlook skills, clear written communication, and the ability to interpret procedures and guidelines. Citizenship is required for contract work.

Qualifications

• High school diploma or equivalent.
• 1–3 years of government contracting experience in reviewing and scheduling investigations.
• 12–18 months of agency correspondence experience preferred but not required.
• Advanced experience using Microsoft Outlook and professional written communication.

Responsibilities

• Accesses data through an electronic database to retrieve and/or record information relating to an individual’s background investigation.
• Responds to routine informational inquiries and service requests via various communications channels (phone, email, facsimiles, postal mail, internet).
• Responds to escalated and more complex inquiries.
• Communicates missing case information to agencies via email and phone.
• Modifies subject records, case papers and case status as applicable.
• Screens and schedules eAPP investigations when necessary.

Skills

Microsoft Outlook

Written communication

Interpreting procedures

Team collaboration

Flexible schedule

On-site work

Education

High school diploma or equivalent

Job description

Customer Service Representative

The primary responsibility of the Customer Service Representative is to receive and respond to routine informational inquiries and service requests through the use of various communication technologies. This position supports the Case Processing Operation Center (CPOC) within our Defense and Intel Operating Group.

Key Role/Responsibilities:

• Accesses data through an electronic database to retrieve and/or record information relating to an individual’s background investigation.
• Receives, comprehends, provides, and responds to routine informational inquiries and service requests through the use of various communication technologies, including but not limited to telephones, emails, facsimiles, postal mail and the internet.
• Responsible for responding to escalated and more complex inquiries on a broader scope of topics.
• Communicate missing case information to agencies via email and phone.
• Tasks may require simple adaptation and interpretation of provided reference materials such as internal process guidelines and contractual requirements.
• Prepare and return background investigations that do not meet the requirements of federal guidelines to the requesting agency.
• Determines if information provided by agencies is acceptable using judgement based on federal guidelines provided and resource guides.
• Modification of subject record, case papers and case status when applicable.
• Screening and scheduling of eAPP investigations when necessary
• Other duties as assigned.

Basic Qualifications:

• High school diploma or equivalent
• A minimum of one to three (1-3) years of government contracting experience in reviewing and scheduling investigations.
• Twelve to Eighteen (12-18) months of agency correspondence experience is preferred but not required.

• Advanced experience using Microsoft Outlook and professional written communication
• is preferred but not required.

• Effectively communicate with team members both written and oral.
• Must be able to interpret procedure manuals, email correspondence and instructions.
• Must have the ability to manage and complete work assignments independently or with minimal supervision.
• Must be able to work flexible schedule. Schedules are dependent on workload and will require availability outside of department core hours, which may include evening and weekends.
• Must be willing to work on-site as needed.
• Must consent to a government background investigation. Contract requires US citizenship, due to nature of work performed.
• Must reside within a reasonable drive-time to Boyers, PA as on-site work is required on a weekly basis

Work will be performed on-site at Iron Mountain, Boyers, PA and remote. Work location will be determined based on job function/workload needs and leadership approval.

Additional Qualifications:

• Experience working in the Government services industry is preferred.
• Physical activity requiring reaching, bending, kneeling, stooping, lifting, finger dexterity,
• feeling repetitive motions, walking and standing.
• Ability to lift 25-50 lbs.
• Ability to sit for extended periods of time.
• Comply with all company policies, procedures, and safety rules and regulations.