Bilingual Customer Service Representative II

ASRC Federal Technology Solutions LLC, a subsidiary of ASRC Federal, is seeking a Bilingual Customer Service Representative II to join our team supporting the FCC Contact Center Consolidation Support Services contract in Gettysburg, Pennsylvania.

Work location: Onsite

Requirements:

• Ability to communicate effectively in both English and Spanish
• High School Diploma or GED
• Minimum of 3+ years of experience in a call center, customer service or government information support role.
• Proficiency with MS Office applications (Word, Excel, PowerPoint, Outlook, Teams).
• Proven record of excellent customer service.
• Strong communication skills. 
• Successfully complete a government issued background investigation.

Responsibilities:

• Respond to inquiries from the public regarding licensing procedures, application requirements and complaint filing processes.
• Provide accurate guidance on navigating online forms, and documentation requirements.
• Research and resolve escalated or complex consumer issues by referencing FCC policies, procedures, and knowledge base resources.
• Document all customer interactions in accordance with FCC and contract requirements, ensuring accurate and complete records.
• Support quality assurance and training activities by identifying common issues and recommending improvements to scripts, FAQs, and knowledge articles.
• Escalate unresolved issues to higher-level specialists or government staff as required.
• Provide Tier 2 technical assistance to customers.
• Troubleshoot login issues for customers.
• Provide customers with support navigating forms. 

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. The salary offered will depend on several factors including, but not limited to, relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law. Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.