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About skillspath
skillspath is a forward‑thinking organization dedicated to delivering mission‑critical data solutions and exceptional customer experiences across a range of industries, including defense, logistics, and technology services. Our commitment to accuracy, security, and service excellence has positioned us as a trusted partner for government agencies and private sector clients alike. At skillspath, we foster a collaborative environment where every team member is empowered to make an impact, grow professionally, and contribute to a culture of integrity and innovation.
Role Overview
We are seeking a highly detail‑oriented Military Data Encoder & Customer Care Representative to join the skillspath team. This hybrid role blends meticulous data entry with proactive customer support, ensuring that critical information is captured accurately while delivering a seamless, courteous experience to our callers, email correspondents, and chat participants. The ideal candidate thrives in fast‑paced settings, possesses a strong sense of confidentiality, and enjoys solving problems for both internal stakeholders and external customers.
Key Responsibilities
Data Management & Integrity
- Enter, validate, and update mission‑related data into skillspath’s secure enterprise systems with a target accuracy rate of 99.9%.
- Conduct routine data quality checks, flag inconsistencies, and initiate corrective actions in collaboration with data analysts.
- Maintain comprehensive audit trails to support compliance with federal regulations such as FISMA, GDPR, and DoD data handling standards.
- Assist in the preparation of periodic reports, dashboards, and data extracts for senior leadership and client briefings.
- Coordinate with IT and security teams to ensure data encryption, backup, and recovery procedures are followed.
Customer Interaction & Support
- Respond promptly to inbound inquiries via telephone, email, and live chat, providing clear, accurate information and guidance.
- Diagnose and resolve customer issues, escalating complex cases to the appropriate subject‑matter experts while maintaining ownership of the ticket until closure.
- Document all interactions in the customer relationship management (CRM) system, ensuring that records are up‑to‑date and searchable.
- Proactively identify opportunities to improve service delivery, suggesting process enhancements to the operations manager.
- Deliver a professional, courteous, and empathetic experience that reflects skillspath’s brand values.
Administrative & Operational Support
- Perform general office duties such as filing, scanning, and organizing electronic and physical documents in accordance with records‑management policies.
- Support team projects by preparing presentation materials, data summaries, and meeting minutes.
- Participate in scheduled training sessions, team huddles, and performance reviews to stay current on product knowledge and procedural updates.
- Adhere to data privacy and security protocols, including the handling of classified or sensitive information.
Essential Qualifications
- Education: High school diploma or GED required; an associate’s or bachelor’s degree in Business Administration, Information Management, or a related field is preferred.
- Experience: Minimum of 2 years of proven experience in data entry, customer service, or call‑center environments, preferably supporting government or defense‑related operations.
- Technical Proficiency: Demonstrated mastery of Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM platforms such as Salesforce, Zendesk, or ServiceNow.
- Typing Speed & Accuracy: Ability to type at least 70 words per minute with an error rate of less than 1%.
- Communication Skills: Excellent written and verbal communication abilities, with a clear, articulate speaking voice suitable for telephone and video interactions.
- Organizational Ability: Strong multitasking capabilities, with a track record of meeting tight deadlines while maintaining high quality.
- Security Awareness: Commitment to maintaining confidentiality, handling sensitive data responsibly, and adhering to all applicable security policies.
Preferred Qualifications & Additional Assets
- Previous experience working with military or defense contracts, including familiarity with DoD data standards.
- Certification in data management (e.g., CDMP) or customer service (e.g., HDI Customer Service Representative).
- Knowledge of data privacy regulations such as HIPAA, CCPA, or NIST SP 800‑53.
- Experience with remote or hybrid work environments, demonstrating self‑discipline and reliable internet connectivity.
- Fluency in a second language, which can enhance support for multilingual customers.
Core Skills & Competencies
- Attention to Detail: Ability to spot errors and inconsistencies in large data sets.
- Problem‑Solving: Quick identification of root causes and implementation of effective solutions.
- Customer‑Centric Mindset: Proactive approach to meeting and exceeding client expectations.
- Time Management: Prioritization of tasks to balance data entry workload with real‑time customer interactions.
- Team Collaboration: Willingness to share knowledge, support peers, and contribute to a positive team dynamic.
- Adaptability: Comfort with evolving processes, new technologies, and shifting priorities.
Career Development & Learning Opportunities
skillspath invests heavily in the professional growth of its employees. As a Data Encoder & Customer Care Representative, you will have access to:
- Structured onboarding and mentorship programs that pair you with seasoned data analysts and senior support staff.
- Continuous learning pathways, including tuition reimbursement for relevant certifications and courses.
- Regular workshops on data security, advanced Excel techniques, and customer experience design.
- Clear promotion tracks leading to roles such as Senior Data Analyst, Team Lead – Customer Operations, or Compliance Specialist.
- Opportunities to cross‑train in adjacent departments, expanding your skill set and visibility within skillspath.
Work Environment & Culture at skillspath
Our workplace is built on the pillars of respect, accountability, and innovation. Whether you work on‑site at our modern facilities or remotely from a home office, you will experience:
- A collaborative, inclusive atmosphere where diverse perspectives are celebrated.
- Flexible scheduling options to support work‑life balance, including staggered shifts and occasional remote days.
- State‑of‑the‑art technology tools that streamline data entry and communication tasks.
- Regular team‑building events, virtual coffee chats, and recognition programs that highlight outstanding contributions.
- Commitment to health and safety, with comprehensive protocols for both physical and cyber security.
Compensation, Perks & Benefits
skillspath offers a competitive total rewards package designed to attract and retain top talent. While exact figures will be discussed during the interview process, candidates can expect:
- Market‑aligned base salary with performance‑based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings options, including a 401(k) match.
- Paid time off (PTO), holidays, and sick leave.
- Employee assistance program (EAP) for personal and professional support.
- Wellness initiatives such as virtual fitness classes, mental‑health resources, and ergonomic home‑office stipends.
- Professional development budget for certifications, conferences, and online learning platforms.
How to Apply
If you are ready to bring precision, empathy, and a strong work ethic to a dynamic role at skillspath, we encourage you to submit your application today. Please include a resume that highlights your relevant experience, a cover letter that explains why you are passionate about data integrity and customer service, and any certifications that demonstrate your expertise.
Join skillspath and become part of a mission‑driven team where your contributions directly support critical operations and make a tangible difference for our clients and the broader community.
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