Grants Transactions Processing Assistant, Junior

LCG; United States; On-site; USD 27,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan

Job summary

LCG is seeking a Grants Transactions Processing Assistant, Junior to handle customer inquiries about model and program policy, IT issues, and program operations. You will work remotely, utilizing approved scripts and knowledge bases to deliver accurate information via phone, email, and live chat.

The role requires a high school diploma, strong communication, and basic IT knowledge. Training will cover knowledge base resources and escalation procedures to ensure consistent service delivery.

Qualifications

• High school diploma or equivalent required or equivalent experience.
• Strong communication skills, both verbal and written.
• Proficiency with helpdesk software and customer support tools.
• Basic IT knowledge and ability to follow scripts accurately.
• Able to work in a fast-paced environment with multiple inquiries.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat.
• Use approved scripts, FAQs, and guides to provide accurate information.
• Ensure responses align with Knowledgebase Articles and resources.
• Document interactions and update customer records.
• Escalate complex issues to appropriate teams as needed.
• Stay updated with policy and system changes.
• Troubleshoot basic technical issues and guide customers through resolutions.

Skills

Customer service

Communication

Problem solving

Multitasking

Helpdesk software

Education

High school diploma or equivalent

Tools

Microsoft 365 Copilot

IT support tools

Job description

Grants Transactions Processing Assistant, Junior

Remote Full-time $19.57/hr – $24.47/hr

Remote

Required Clearance:Ability to obtain Public Trust

Position Description:The Grants Transactions Processing Assistant, Junior is responsible for providing exceptional customer service and support by responding to customer inquiries related to general model and program policy, IT and other technical issues, and program operations. This role involves utilizing customer approved scripts, FAQs, User Guides, and other public-facing documentation to provide accurate and timely information. The agent will handle inquiries via phone, email, and live chat, ensuring that all responses adhere strictly to approved Knowledgebase Articles and other authorized resources.

Duties and Responsibilities:

• Respond to customer inquiries regarding general model and program policy, technical questions, and program operations.
• Utilize customer approved scripts, FAQs, User Guides, and other public-facing documentation to provide accurate and consistent information.
• Ensure all responses are aligned with the approved Knowledgebase Articles and other authorized resources.
• Address customer inquiries through various channels, including phone, email, and live chat.
• Maintain a professional and courteous demeanor in all customer interactions.
• Provide clear, concise, and accurate information to customers.
• Document all customer interactions and inquiries accurately in the designated system.
• Update customer records with relevant information following each interaction.
• Escalate unresolved inquiries to the appropriate tier or department as necessary.
• Stay updated with the latest information and updates in the Knowledgebase Articles and other approved resources.
• Attend training sessions and team meetings to stay informed about changes in policies, procedures, and systems.
• Identify and troubleshoot basic technical issues reported by customers.
• Provide step-by-step guidance to customers to resolve common technical problems.
• Escalate complex technical issues to the appropriate technical support team.

Requirements:

• High school diploma or equivalent;
• Previous experience in a customer service or helpdesk role is highly desirable.
• Strong communication skills, both verbal and written.
• Proficiency in using helpdesk software and customer support tools.
• Basic understanding of IT and technical support principles.
• Ability to follow approved scripts and documentation accurately.
• Strong problem-solving skills and attention to detail.
• Ability to work in a fast-paced environment and handle multiple inquiries simultaneously.
• Excellent interpersonal skills and a customer-centric attitude.

Preferred Qualifications:

• Demonstrated ability to effectively use Microsoft 365 Copilot to enhance productivity in daily customer service tasks, including drafting customer communication templates, generating service reports, summarizing client interactions, and preparing training materials.
• Skilled in guiding team members to leverage Microsoft 365 Copilot tools to improve collaboration, streamline customer service workflows, and enhance overall client support efficiency.

Compensation and Benefits

The projected compensation range for this position is $19.57/hr - $24.47/hr benchmarked in the Washington, D.C. metropolitan area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email [e-mail].

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·