Note: The job is a remote job and is open to candidates in USA. ASRC Federal is a leading government contractor furthering missions in space, public health and defense. The primary responsibility of the Customer Service Representative is to receive and respond to routine informational inquiries and service requests, supporting the Case Processing Operation Center within the Defense and Intel Operating Group.
Responsibilities
- Accesses data through an electronic database to retrieve and/or record information relating to an individual’s background investigation
- Receives, comprehends, provides, and responds to routine informational inquiries and service requests through the use of various communication technologies, including but not limited to telephones, emails, facsimiles, postal mail and the internet
- Responsible for responding to escalated and more complex inquiries on a broader scope of topics
- Communicate missing case information to agencies via email and phone
- Tasks may require simple adaptation and interpretation of provided reference materials such as internal process guidelines and contractual requirements
- Prepare and return background investigations that do not meet the requirements of federal guidelines to the requesting agency
- Determines if information provided by agencies is acceptable using judgement based on federal guidelines provided and resource guides
- Modification of subject record, case papers and case status when applicable
- Screening and scheduling of eAPP investigations when necessary
- Other duties as assigned
Skills
- High school diploma or equivalent
- A minimum of one to three (1-3) years of government contracting experience in reviewing and scheduling investigations
- Effectively communicate with team members both written and oral
- Must be able to interpret procedure manuals, email correspondence and instructions
- Must have the ability to manage and complete work assignments independently or with minimal supervision
- Must be able to work flexible schedule
- Must be willing to work on-site as needed
- Must consent to a government background investigation
- Contract requires US citizenship, due to nature of work performed
- Physical activity requiring reaching, bending, kneeling, stooping, lifting, finger dexterity, feeling repetitive motions, walking and standing
- Ability to lift 25-50 lbs
- Ability to sit for extended periods of time
- Comply with all company policies, procedures, and safety rules and regulations
- Twelve to Eighteen (12-18) months of agency correspondence experience
- Experience working in the Government services industry
- Advanced experience using Microsoft Outlook and professional written communication
Benefits
- Health care
- Dental
- Vision
- Life insurance
- 401(k)
- Education assistance
- Paid time off including PTO
- Holidays
- Any other paid leave required by law
Company Overview