Customer Service Representative - ON CALL

About the role

Join a mission-driven team supporting the United States Citizenship and Immigration Services (USCIS) Application Support Center (ASC) as an ON CALL - Customer Service Representative (Biometrics Fingerprinting Technician). In this customer-facing role, you will assist individuals through the immigration application process by collecting biometric information and providing exceptional service in a professional government environment. No prior fingerprinting experience is required—paid training is provided. Candidates with backgrounds in customer service, administrative support, retail, banking, healthcare, hospitality, or security are encouraged to apply. This is NOT a regular Full Time or regular Part-Time position; it is a Casual On-Call position. 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. In this position, 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 applicants with sensitivity and courtesy, and ensure the applicant is treated with respect as a customer of the USCIS ASC.

Requirements

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

Skills

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

Schedule

ON-CALL employees are expected to be available all five days, Monday through Friday from 7:45 am to 4:15 pm for substitute coverage as needed at the site. While efforts are made to notify personnel in advance, occasional notice may come the night before or the day of need. Hours are not guaranteed and are provided on an “as needed” basis, so a steady income stream cannot be guaranteed. This role suits candidates seeking flexible, supplemental income without a committed schedule.