Bilingual Customer Service Representative II

About the role

ASRC Federal Technology Solutions LLC, a subsidiary of ASRC Federal, is seeking a Bilingual Customer Service Representative II to join our team supporting the FCC Contact Center Consolidation Support Services contract in Gettysburg, Pennsylvania. Work location: Onsite Requirements

Qualifications

• Ability to communicate effectively in both English and Spanish
• High School Diploma or GED
• Minimum of 3+ years of experience in a call center, customer service or government information support role
• Proficiency with MS Office applications (Word, Excel, PowerPoint, Outlook, Teams)
• Proven record of excellent customer service
• Strong communication skills
• Successfully complete a government issued background investigation

Responsibilities

• Respond to inquiries from the public regarding licensing procedures, application requirements and complaint filing processes
• Provide accurate guidance on navigating online forms, and documentation requirements
• Research and resolve escalated or complex consumer issues by referencing FCC policies, procedures, and knowledge base resources
• Document all customer interactions in accordance with FCC and contract requirements, ensuring accurate and complete records
• Support quality assurance and training activities by identifying common issues and recommending improvements to scripts, FAQs, and knowledge articles
• Escalate unresolved issues to higher-level specialists or government staff as required
• Provide Tier 2 technical assistance to customers
• Troubleshoot login issues for customers
• Provide customers with support navigating forms