IPPS-A CUSTOMER CARE REPRESENTATIVE (CCR)
(General Clerk II) / (EEO/Disability/Vets)
Job Responsibilities:
· Assist team in meeting company mission and goals by assisting soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns. Receive inquiries via telephone, email, or hard copy requesting records, status of IPPSA claims, IPPSA accountability, and any other guidance or information regarding the functions of the CSB.
Job Duties:
· Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
· Ability to control the pace and flow of the inquiry/request and manage call time effectively.
· Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
· Ability to listen to and empathize with customers and acknowledge their concerns.
· Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.
· Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively. Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
· Ability to respond to inquiries in English; fluent bi-lingual a plus.
· Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers.
· Ability to take direction within a team setting and complete team-related work promptly.
· Researches and facilitates resolution to the caller's inquiry.
· Inputs customer information in computer system for accountability and tracking purposes.
· Familiar with standard concepts, practices, and procedures for customer service.
· Familiar with Army lifestyle, culture, policies and procedures.
· Performs a variety of tasks, ability to multitask.
· Works under general supervision and must utilize appropriate chain of command.
· Excellent telephonic presence.
· Computer literate using MS Office products.
· Ability to work independently and in a team or work group.
· Familiarity with the Army Human Resources Command, its mission and goals.
Skills and Qualifications:
Utilize Avaya phone systems, Microsoft Outlook, Soldier Management System, all Microsoft Office programs. Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking.
Education:
High school Diploma/GED required, at least one year of customer service experience needed, understanding of military concepts and procedures required.
Security Requirements:
Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.