EEO Specialist jobs in Kentucky

 INSPIRITEC   

*Successful applicant must comply with federal contractor vaccine mandate requirements.*

Position Description  

JOB TITLE: Customer Care Representative (CCR)  

CLASSIFICATION: Contractor, Non-exempt  

DEPARTMENT: Army Service Center (ASC)  

LOCATION: US Army Human Resource Command, Fort Knox KY   

REPORTS TO: Team Lead/Shift Supervisors, under the direction of the Program Manager  

PRINICIPAL PURPOSE OF JOB: Assist 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 CRSC/TSGLI claims, retirement packet processing information, ADPAAS accountability, and any other guidance or information regarding the functions of ASC.   

LEVEL OF AUTHORITY: CCR’s will receive access to secured confidential military systems, and records of service persons.   

WORK ENVIRONMENT: CCR’s work amongst contractors, soldiers and government service personnel in a structured office setting with direct supervision and interaction within a highly diversified setting to include persons with disabilities.   

TRAINING: Training is essential to remain the integrity of the overall contract. To maintain continuity all new hires will be reassessed at a 30, 60 & 90 day window to ensure metrics and compliance are met.   

ESSENTIAL JOB FUNCTIONS   

• 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.  

· Prior Army experience as an officer or senior NCO OR Army experience as a spouse.   

· Familiarity with the Army Human Resources Command, its mission and goals.   

· Utilize Avaya phone systems, Microsoft Outlook, Soldier Management System, all Microsoft Office programs, Army Disaster Personnel Accountability and Assessment System  

ADDITIONAL JOB FUNCTIONS  

· CCR’s must become universal agents that are capable of working in the Welcome Center and email.  

· Email Team: Respond to multiple email inquiries within a timely manner by providing guidance and regulations to service persons, veterans, and their families. Perform this function while maintaining the ability to answer phone calls if and when the queue is backlogged.   

QUALIFICATIONS/REQUIREMENTS  

Technical  

· High school Diploma/GED required, at least one year of customer service experience needed, understanding of military concepts and procedures required. Wounded Warriors, veterans, and retirees preferred.   

Security  

· Eligibility to obtain NACI security clearance required.   

AbilityOne  

· Since this is an AbilityOne project, employment is contingent upon InspiriTec’s compliance with the Javits Wagner O’ Day Act (JWOD) including its provisions for the employment for persons with disabilities.  

OTHER The statements contained in this job description reflect general duties as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive list of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences of relief, to equalize peak work periods or otherwise to balance the workload.