Customer Service Specialist III- Spanish Speaking

About the role

The Passport Support Associate III position at CGI Federal requires a bilingual (English/Spanish) individual with Spanish language skills. The role involves supporting the Customer Service department, performing clerical tasks, and processing passport-related documents using office equipment and machinery.

Responsibilities

• Aid in Spanish-speaking needs and translation of correspondence and/or documents
• Handle undeliverable passports, request issued applications from Quality Control (QC), and resolve mailing problems
• Assist the Government Customer Service Manager (CSM) with inquiries from Congress, Headquarters, White House, and other Government agencies
• Maintain applications with applicants who provided potentially fraudulent birth documents (PFBD)
• Provide research and preliminary recommendations concerning PFBD, manage data bases, and train lower level Support Associates
• Operate various equipment for high-speed scanning, mail out, and metering mail
• Create mailing labels, ensure they match applicant identification, fill and seal envelopes with correct passport and supporting documents
• Perform quality checks for standard fee information on individual applications

Requirements

• U.S. Citizenship is required due to government contract requirements and/or clearance requirements
• Passport Support Associate Level III provides support to the Government staff and performs accounting functions, preparing letters, reports, and specialized correspondence
• Must have a Bachelor’s Degree or 4 years of experience as a Support Associate Level II or III, or 4 years of experience data entering in a high volume production environment
• Must have 6 years of general office experience, including 4 years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook
• All candidates must pass a pre-employment language assessment measuring proficiency in speaking, reading, and writing in Spanish, scoring at an Advanced Level on the assessment administered by ALTA Language Services

Qualifications

• Good hand-eye coordination
• Ability to remain flexible and adapt under pressure in stressful situations and follow instructions and established procedures
• Capable of performing repetitive tasks while maintaining a high level of accuracy, such as: lifting, standing, reaching, twisting, sealing envelopes, opening mail, stacking, moving/stacking boxes, un-stapling, paper-clipping, book printing, sorting, filing, and reading
• Ability to multi-task while paying attention to detail and accuracy
• Ability to work in one place and traverse the office on a continuing basis
• Basic customer service skills
• Ability to transport up to 30 lbs.
• Effective and polite communication skills

Skills

• Proficiency in MS Office Suite
• High-speed scanning and mail out capabilities
• Quality control and data entry
• Customer service and administrative support

Benefits

N/A

Pay

N/A

Schedule

N/A