Customer Service Support IV

ASRC Federal; Washington (District of Columbia); On-site; USD 85,000 - 115,000; Full time

Job summary

ASRC Federal is seeking an experienced customer service professional in Washington, DC to join our team supporting government missions. You will handle inquiries by phone, email, and in person, diagnose issues, and guide customers through processes to completion.

With 8+ years in customer support and strong communication, you will document interactions, escalate when needed, and contribute to process improvements while meeting service standards and policies.

Qualifications

• High School diploma required.
• 8+ years in customer support or related field.
• Strong communication and interpersonal skills.
• Experience with ticketing and support tracking systems.
• Proficient with Microsoft Office and web-based systems.
• Ability to troubleshoot and resolve multiple inquiries under pressure.

Responsibilities

• Interact with customers by phone, email, Teams, and in person to provide information.
• Identify, diagnose, and resolve customer issues, technical or non-technical.
• Guide customers through online systems, forms, and workflows to completion.
• Document all interactions and resolutions for records.
• Escalate complex issues to management or technical teams.
• Analyze problems to identify patterns and improvement opportunities.
• Maintain communication with internal teams to address concerns promptly.
• Provide high-quality service aligned with policies and standards.
• Support walk-in visitors and direct to appropriate resources.
• Prepare routine reports on trends, issues, and recommendations.

Skills

Customer service

Communication

Troubleshooting

Multitasking

Documentation

Education

High School diploma

Tools

ServiceNow

Jira Service Desk

Zendesk

Microsoft Office

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™.

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

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.