Customer Service Representative

ASRC Federal; Boyers (PA); Hybrid; USD 42,000 - 52,000; Full time

Job summary

ASRC Federal is seeking a Customer Service Representative to support the Defense and Intel Operating Group with routine inquiries and case processing. The role will primarily operate on-site at Iron Mountain, Boyers, PA with potential remote elements based on workload and leadership direction.

The candidate will access data in databases, respond to inquiries via multiple channels, and escalate complex issues while ensuring compliance with federal guidelines.

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.
• Advanced experience using Microsoft Outlook and professional written communication.
• Ability to interpret procedure manuals, emails and instructions.
• Ability to work independently or with minimal supervision.
• Willing to work on-site and flexible schedule including evenings/weekends.
• Must consent to a government background investigation; US citizenship required.

Responsibilities

• Access data through an electronic database to retrieve and/or record information related to background investigations.
• Respond to routine inquiries and service requests via multiple communication technologies.
• Respond to escalated inquiries on a broader scope of topics.
• Communicate missing case information to agencies via email and phone.
• Follow internal guidelines and contractual requirements when handling cases.
• Prepare and return background investigations not meeting federal guidelines.
• Determine if information provided by agencies is acceptable using federal guidelines.
• Modify subject records and case status when applicable.
• Screen and schedule eAPP investigations when necessary.
• Perform other duties as assigned.

Skills

Microsoft Outlook

Written communication

Oral communication

Independent work

Time management

Education

High school diploma

Job description

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™

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.

Work will be performed primarily 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.

ASRC Federal and its Subsidiaries are Equal Opportunity /

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

The salary offered will depend on several factors including, but not limited to, relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law. Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary.

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.