Customer Service Representative – ON CALL

About the role

This position works as a part of a dynamic team of professionals assisting the United States Citizenship and Immigration (USCIS) Application Support Center (ASC) operations. This is not a regular Full Time or regular Part-Time position; it is a Casual On-Call position.

Schedule and availability

• ON-CALL employees are expected to be available all five days, Monday through Friday from the hours of 7:45 am to 4:15 pm for substitute coverage as needed at the site.
• All efforts are made to notify On-Call personnel in advance of the site on-call needs, however, occasionally employees are notified the night before or the day of need.
• Interested candidates must meet this availability.
• Hours are not guaranteed, and employees are on an "as needed" basis so a steady income stream cannot be guaranteed.
• The On-Call position is a perfect fit for candidates with flexibility, seeking supplemental income, and for those who still want to be active in a work environment without a committed schedule.

Responsibilities

• Complete biometrics registration (fingerprints, photographs, signatures) for applicants seeking legal immigration to the United States.
• Verify all who enter the ASC are approved applicants and visitors while ensuring they adhere to all facility processes and procedures to maintain operational efficiency.
• Provide front-line customer service as representatives of HeiTech Services, our partner Amentum and on behalf of the United States Government.
• Work with the public, display a cheerful and inviting demeanor, manage the applicants with sensitivity and courtesy, and ensure the applicant is treated with respect as a customer of the USCIS ASC.

Requirements

• Must be able to obtain and maintain a government-issued suitability clearance.
• Must be able to speak and write in English.
• Ability to stand upright on one's feet for scheduled shift duration, excluding meals and breaks.
• Ability to hold and grasp applicants' hands to obtain quality fingerprints.
• Ability to work in a high-paced environment with the public.
• Ability to type and use basic computer skills.
• Successful completion of the biometrics training and certification within 60 days.

Qualifications

• High School Diploma or equivalent.
• Demonstrated experience in customer service.

Desired skills

• Ability to speak a foreign language.
• Must be US Citizen and able to obtain a government clearance.