Customer Service Rep III - Non-Exempt

Bi-lingual Customer Service Representative

Job Description:

There is some travel required to get fingerprints, photo, and  through a Veterans Affairs Office. Upon being hired, we want to send candidates out to the VA to get their fingerprinting completed. We have a list of hundreds of VA facilities that are all across the country, and provide to users. We pay them for travel, getting their fingerprints, and later going back for pictures and to get their PIV(Personal Identification Verification) card.

Should be only two trips to get this completed and access to the VA. We also have a few documents to fill out as well.

Responsibilities may include the following and other duties may be assigned:

• Responds to customer product inquiries, issues or malfunctions via telephone or chat sessions.
• Troubleshoots customer concerns, issues raised during training, product use or malfunctioning products, and/or software applications and recommends corrective action.
• Interpersonal skills and product knowledge are critical to responding and troubleshooting to customer inquiries.
• Documents customer information, troubleshooting, and/or recurring product issues to support product quality programs and product development.

Individual contributors who provide organizational related support or service (administrative or clerical) for other members within the organization. The majority of time is spent in the delivery of support services or activities, typically under supervision.

Differentiating Factors:

• Autonomy:
  Seasoned individual contributor who provides assistance and training to lower level employees. Performs a wide variety of non-routine clerical and administrative tasks and may support special projects or assignments. Works under limited supervision.
• Organizational Impact:
  Works to deliver day-to-day objectives with significant impact on achievement of results for the job area.
• Innovation and Complexity:
  Makes minor changes in systems and processes to solve problems or improve effectiveness of job area. Expected to independently propose solutions to problems for manager review.
• Communication and Influence:
  Communicates typically with internal and external contacts. Obtains and provides information on matters of moderate importance to the job area.
• Leadership and Talent Management:
  Responsible for providing guidance, coaching and training to other employees within job area.

Required Knowledge and

Experience:

Requires broad practical knowledge of operational systems and practices typically gained through extensive experience and/or education.