Tier 1 Customer Service Rep (T1-CSR)

· Responding to customer inquiries utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes, the appropriateness or confidentiality of information to be processed and the actions to be taken in line with the policies and procedures of DMDC and InspiriTec.

· Requires the performance of decision-making activities as a result of sometimes unpredictable and random customer inquiries requiring choices between a variety of procedures.

· Must be able to actively listen, ask probing questions, and communicate in clear and understandable terms.  Must be able to determine the customer’s desired product or service and provide thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer’s inquiry.

· Determines requirements by working with customers. Answers inquiries by clarifying desired information; researching, locating, and providing information.

• Research and process Military Service Member inquiries and complaints received made via telephone or Fax Server.

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

• Operates a PC and multiple mainframe databases to research information for interpretation and explanation to the Military Service Member or family.

• Must be able to research, identify and explain problems and resolutions in a minimum amount of time. Other task performed as required.

Tagged as: building relationships, customer focus, customer service, data entry skills, high school diploma, interpersonal savvy, listening, multi-tasking, people skills, phone skills, problem solving, rapids certified (certification occurs as part of the on-board training), security requirement: public trust/na clc education, verbal communication