Contact Representative (Call Center)

About the role

The DFAS Customer Care Center responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner.

Responsibilities

- Responds to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes. - Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries. - Uses various automated systems and databases to: search records and customer accounts, procedures and guidelines to identify and explain information. - Provides status on various actions; and inaccuracies and discrepancies in customer account information.

Requirements

- Suitable for Federal Employment - Registered for Selective Service (if applicable) - Favorable suitability review and security clearance as a condition of employment - Must be a U.S. Citizen

Qualifications

- Generalized experience for GS-04: One year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-03) within the federal service, which demonstrates the ability to perform the duties of the position. - Specialized experience for GS-05: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-04) within the federal service, which demonstrates the ability to perform the duties of the position. - Specialized experience for GS-06: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-05) within the federal service, which demonstrates the ability to perform the duties of the position.