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.
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.
Candidates must have either a chronic medical conditions, medical disadvantages or disabilities.
Must be able to pass a background check and be able to obtain a security clearance.
Must be 18 or older.
$15.15 an hour
Paid time off.
7 days paid Sick Time per year.
Health savings account.
High School Diploma
Other — Fort Knox, KY
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