Government Case Processing Specialist - Customer Support

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 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.