Randolph Afb Call Center - Full Time - $18.04/Hr (Onsite Position)

Job Location
Randolph - 550 C ST West Suite 22 - Randolph AFB, TX
Position Type
Full Time
Education Level
High School
Salary Range
$18.04 - $18.04 Hourly
Travel Percentage
None
Job Shift
Varies - Days/Nights/Weekends/Holidays
Job Category
Customer Service

Qualifications:

AIR FORCE SERVICE CENTER PERSONNEL REPRESENTATIVE

Check out the amazing work our team is doing at the Total Force Service Center at Randolph Air Force Base: https://www.youtube.com/watch?v=EIKltBHCRDg

POSITION SUMMARY:
The Air Force Service Center Personnel Technician will respond to and provide timely, professional, accurate, and adequate responses to telephone calls, e-mails, and webchats. Document each case as prescribed on a full spectrum of military and civilian personnel inquiries. Process all DD Form 214s for military service members separating and retiring from the Air Force to include tracking, researching, collecting documentation, typing, certifying and mailing DD Form 214s.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manages large volumes of inbound phone calls, e-mails, and webchats in fast-paced, stressful customer contact center environment.
• Identifies customers’ needs and verifies their identity through a systematic approach.
• Researches and understands government required policies, directives, and personnel data systems to assist Air Force Military and Civilian workforce with inquires across a broad spectrum of Human Resource (HR) questions in a short period of time.
• Keeps accurate records of conversations in Right Now Technologies (RNT) database and outline how each call, e-mail, and chat was resolved. Appropriately escalate unresolved cases to the business process owner as directed.
• Quickly adapts to changing Air Force HR policies and procedures.
• Answers and resolves all calls and webchats within 120 seconds minimizing abandon rate; making every effort to resolve all calls, e-mails and chat cases received.
• Processes all DD Form 214s for retiring and separating Military personnel per directives.
• Meets other duties and expectations as assigned.

REQUIREMENTS:
Must be a U.S. citizen and eligible to obtain a US government security clearance. An FBI Background Check will be conducted by the AFB.

• Minimum 6 months’ to a year experience in a Customer Service environment
• Minimum 6 months’ familiarity with Air Force terminology and Instructions, Department of Defense (DoD), Air Force forms and Military Personnel Data System
• Minimum 6 months’ experience performing research, developing written responses to inquiries and working with Air Force personnel policies, procedures and manuals
• Air Force Personnel Technical School or equivalent combination of education, experience and/or military and/or Air Force Civilian training strongly preferred.
• Must be able to work effectively in a fast-paced, stressful environment with exceptional telephone skills; able to respond in a professional manner verbally and in written communication; ability to meet attendance expectations
• High school diploma or GED required; Associates Degree preferred
• Must be able to meet the physical requirements of the position.
• For positions that require driving, must maintain a valid driver’s license and automobile insurance coverage, and be able to travel as needed if you drive your vehicle during company business.

__Equal Opportunity Employer/Veterans/Disabled

Location: 550 C ST West Suite 22 - Randolph AFB,TX,78150, Randolph AFB, TX 78150Location: 550 C ST West Suite 22 - Randolph AFB,TX,78150, Randolph AFB, TX 78150

Job Type: Full-time

Pay: $18.04 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• Call center
• In-person

Experience:

• Call center: 2 years (Required)

License/Certification:

• Driver's License (Preferred)

Work Location: In person