Customer Service Support IV

Colonial Group; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Job summary

ASRC Federal seeks an experienced Customer Support Specialist to assist customers via phone, email, Teams, and in person from our Washington, DC location. You will troubleshoot, guide users through processes, and document interactions to ensure accurate records.

The role requires 8+ years in customer support, a high school diploma, strong communication skills, and familiarity with ticketing systems. You will collaborate with internal teams to resolve issues and improve service delivery while

Qualifications

• High School diploma required.
• 8+ years of experience in customer support or related field.
• Strong communication and interpersonal skills for diverse customers.
• Proven ability to troubleshoot and resolve issues across topics.
• Experience with ticketing or customer support tracking systems.
• Ability to manage multiple inquiries while maintaining detail.
• Proficiency with Microsoft Office and web-based systems.
• Customer-focused mindset with problem-solving skills.

Responsibilities

• Interact with customers by phone, email, Teams, and in person to provide timely information about services and processes.
• Diagnose and resolve customer issues, technical or non-technical.
• Guide customers through online forms and workflows to complete tasks.
• Document all interactions and resolutions for accurate records.
• Escalate complex issues to management or technical teams as needed.
• Identify patterns and opportunities for process improvement.
• Maintain strong communication with internal teams to address concerns promptly.
• Provide high-quality service aligned with policies and standards.
• Assist walk-in visitors by answering questions and directing to resources.
• Prepare routine reports summarizing customer trends and recommendations.

Skills

Communication skills

Troubleshooting

Ticketing systems

MS Office

Multitasking

Interpersonal skills

Education

High School diploma

Tools

ServiceNow

Jira Service Desk

Zendesk

Microsoft Office

Job description

ASRC Federal is seeking an experienced Customer Support Specialist to provide high‑quality assistance to customers through both phone and in‑person interactions. This individual will serve as a primary point of contact for customer inquiries, offering clear information, troubleshooting support, and guidance on processes, products, and systems. The Customer Support Specialist ensures a positive experience by resolving issues efficiently, documenting interactions thoroughly, and maintaining strong communication across teams and stakeholders.

Location: Washington, DC
Clearance Required: Secret

Key Responsibilities

• Interact with customers by phone, email, Teams, and in person to provide timely and accurate information about services, products, and processes.
• Identify, diagnose, and resolve customer issues, determining whether they are technical or non‑technical in nature.
• Guide customers through online systems, forms, and workflows to ensure successful navigation and completion of tasks.
• Document all customer interactions, issues, and resolutions to maintain complete and accurate records.
• Escalate complex or unresolved issues to management or appropriate technical teams.
• Analyze customer problems to identify patterns, recurring issues, or opportunities for process improvement.
• Maintain strong communication with internal teams to ensure customer concerns are addressed promptly.
• Provide high‑quality customer service aligned with organizational policies, service standards, and performance requirements.
• Support walk‑in visitors by answering questions, gathering necessary information, and directing them to appropriate resources.
• Prepare routine reports summarizing customer trends, issues, and recommendations for improvement.

Required Skills and Experience

• High School diploma required.
• Minimum of 8+ years of experience in customer support, customer service, or a related field; equivalent combinations of education and experience will be considered.
• Strong communication and interpersonal skills, with the ability to interact professionally with customers of varying backgrounds.
• Proven ability to troubleshoot and resolve customer issues across a variety of topics.
• Experience working with ticketing or customer support tracking systems.
• Ability to manage multiple inquiries simultaneously and maintain attention to detail under pressure.
• Proficiency with Microsoft Office applications and web‑based systems.
• Strong problem‑solving skills and customer‑focused mindset.

Preferred Qualifications

• Experience supporting customers in a technical or IT‑related environment.
• Familiarity with federal or government customer service standards.
• Experience documenting workflows, user issues, or process improvements.
• Ability to train or mentor junior customer service staff.

Tools & Technologies (Desired)

• Customer support ticketing systems such as ServiceNow, Jira Service Desk, Zendesk, or similar.
• Microsoft Office Suite (Outlook, Word, Excel).
• Web‑based portals, forms systems, or customer intake platforms.
• Data analysis skills