Customer Service Representative - ASRC Federal Holding Company
Boyers, PA 16020
About the Job
The primary responsibility of the Customer Service Representative is to receive and respond to routine informational inquiries and service requests through the use of various communication technologies. This position supports the Case Processing Operation Center (CPOC) within our Infrastructure Support & Professional Services (ISPS) Division.
Key Role/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 eQip investigations when necessary
- All other duties as assigned.
Source : ASRC Federal Holding Company