Hr Customer Service Rep

ABOUT ALEUT FEDERAL
At Aleut Federal, we believe the company and its mission is just as important as the job you are applying for. Aleut Federal is an Alaskan Native-owned enterprise whose purpose is to support our "Shareholders," the Unangax, the indigenous people of the Aleutian Islands of Alaska. People are at the core the core of everything we do. We support our Shareholders by providing excellent service and quality results to our clients, the various branches of the federal government. We engage in our local markets, so community service is embedded into our process.
Our culture nurtures the strength of our workforce through mentorship and coaching, providing opportunities for growth, and competitive benefits. We support and encourage diversity, inclusion, and accountability at every level.
The Aleut Federal motto is "We are One" because we truly believe that with one heart, one mind, and one purpose, we can accomplish our mission and be an organization anyone would be proud to be a part of.
Position Overview:
This full-time contract Customer Service Specialist (CSS) contractor position is within the Employee Services Division (ESD) Human Capital Shared Service Center (HC SSC) of the Office of Corporate HR Operations in the Office of Chief Human Capital Officer. The purpose of the ESD is to provide administrative and technical services related to Benefits, Processing, and Information Management Programs to include delegated responsibility for planning, directing and executing the Department's full range of Federal HR benefits and entitlements, retirements, processing, and information and records management. In addition, the group operates the HC SSC Help Desk function to facilitate employee inquiries and resolution.
The position operates as part of the HR Help Desk team, providing excellent Customer Service to HC SSC workforce and the public by providing accurate HR information in a timely manner. The position also supports the Processing and Records Management teams with personnel actions, records management and related activities; and may provide administrative support of similar scope and complexity, as requested for special projects or as back-up for peers in other areas of the HC SSC.
Contract personnel are not allowed to direct Federal employees, nor are they allowed to authorize expenditures or make decisions on behalf of HC SSC; these functions are specifically assigned to HC SSC employees. Contract personnel provide analysis, information and input to those functions. Additionally, contract personnel may only represent HC SSC (such as at seminars, industry events, etc.) with written authorization from an HC SSC Director.
This position is open to Foreign National candidates.
Position Responsibilities include:
Note: All documents, drafts, materials and recommendations, as listed below, must be reviewed, finalized and approved / accepted by appropriate HC SSC Director / personnel with the authority to do so.

• Respond to employee calls and emails as per established procedures:
  
  • Use workgroup systems, tools, and processes to log calls/emails,
  • Assign information or service requests to appropriate HR functional specialist/assistant.
  • Close out tickets completed by HR Help Desk.
• Create / draft and recommend new and revisions to HR Help Desk Standard Operating Procedures (SOPs), Knowledge Library, and web pages and SharePoint sites; implement HC SSC management-approved updates / revisions.
• Assist with monitoring, tracking and reporting established HR Help Desk performance measures.
• Serve as subject matter expert (SME), point of contact between the HR Help Desk function and internal or external callers; respond to routine or procedural inquiries and/or direct calls to appropriate party or take message(s) as appropriate.
• Answer general HR-related questions; refer to SOPs and Knowledge library as necessary; escalate non-routine or complex questions/issues to HR functional specialist/assistant or team lead.
• Communicate issues, concerns and/or questions to team lead or supervisor in a timely manner.
• Coordinate and collaborate across HC SSC departments to maintain up-to-date HR Help Desk content, including FAQ's on internal intranet, SharePoint site and other media.
• Support the team lead in technical coordination between HR Help Desk and other internal departments.
• Participate in team, workgroup, and department meetings.
• Respond, per established procedures, to public inquiries regarding federal employment, vacancy announcements, recruiting bulletins, and other current HC SSC activities and events.
• Serve as a participating member of the electronic Official Personnel Folder (eOPF) System Administrator's team:
  
  • Assist users by troubleshooting issues and providing general support
  • Respond to access requests
  • Scan, index, add and verify documents in eOPF
  • Reset passwords
• Display consistently appropriate conduct by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, and procedures.

Position Requirements:
Education/Experience:

• Associates Degree preferred.
• High school diploma or equivalent.
• 2+ years of demonstrated administrative/clerical experiences is required.
• Four or more years of relevant work experience in administrative support functions with Microsoft Office Suite programs such as Word, PowerPoint, Excel and Outlook (Microsoft Office 2010 proficiency required)

General Requirements:

• Knowledge of federal HR practices is highly preferred
• Familiarity with call center technology, such as voice-logging systems and other tools, is desirable
• Must possess strong interpersonal skills
• Demonstrated ability to multi-task and prioritize tasks
• Strong knowledge of customer care techniques and processes
• Excellent Customer Service skills to assist and work with customers in regards to the status of requests and personnel actions
• Excellent verbal and written communication skills
• Knowledge of administration and clerical processes
• Desire and capability to operate well in a team environment
• Able to organize and complete multiple tasks within a reasonable time frame and is able to meet deadlines
• Desire and capability to adapt to and comply with frequent changes to policies, processes and practices
• Excellent problem solving, interpersonal communication and time management skills
• Ability to build effective relationships with other HC workgroups and other service provider organizations

Additional Requirements:

• The selected candidate will be required to sign an HC SSC Non-Disclosure Agreement (NDA) as a condition of the contract assignment.
• This position may be eligible for situational offsite work, subject to the completion of a Supplemental Labor Offsite Work Memorandum of Understanding.
• RSA token shall only be utilized when conducting work directly related to the HC SSC Help Desk. Any other work is unauthorized. Contract worker is responsible for the safe-keeping of the HC SSC issued RSA token at all times. If the RSA token is lost or compromised, immediately contact the DOE EITS Service Desk 301-903-2500. All information associated with work performed offsite must be maintained in the HC SSC network environment. No HC SSC information will be allowed to be transmitted, stored and created, etc., on the contract worker's personal devices. Contract personnel must follow all HC SSC and government-wide security, asset management, and cyber security policies and procedures.

HC SSC Provided Training:

• CHRIS
• CRM (Customer Relationship Management)
• eOPF
• Employee Self Service(ESS)
• Department of Energy Information (DOE Info)