EVUS Call Center Customer Service Representative

Strategic Operational Solutions Inc.
Washington, DC
Jun 19, 2017
Jun 21, 2017
Customer Service
Full Time
Position Title:EVUS Call Center Customer Service RepresentativePosition Schedule:Full TimeLocation:Washington, DCMinimum Clearance:Ability to Obtain Secret / DHS SuitabilityDescription of Duties:Strategic Operational Solutions, Inc. (STOPSO) is seeking Customer Service Representative candidates to support the CBP Electronic VISA Update System (EVUS) Call Center project. At STOPSO, we deliver innovative systems, solutions and services in support of the critical missions of the Intelligence Community, Department of Defense, Department of Justice, and Department of Homeland Security along with other federal agencies seeking to ensure the safety and security of our nation. We encourage interested candidates, to apply to via the company's website by attaching your resume and cover letter.This summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.Support Requirements:Identify and respond to live contacts in order to give the appropriate response from the CBP-provided responses and materialsBe able to identify multiple questions/concerns/inquiries in e-mail and respond using CBP -approved response template languageIdentify and escalate inquiries that are unique and have no preapproved template language approved by CBPRecognize suspicious or threatening communication to the public safety and transportation security and escalate as requiredAnswer customer's questions; make referralsHelp clarify CBP policies and proceduresProvide general travel assistance informationProvide information for filing claims with DHSAssess and transfer any reportable communications to the appropriate departmentsInput correct information into the CBP EVUS Customer Database, including use of correct grammar and spelling, accurate selection of all appropriate contact subject categories and a maximum of five (5) resolutions, and addition of any notes or comments pertinent to the contact and/or contact recordPerform other duties as assigned Experience and Qualifications:Bilingual - English and Chinese (Mandarin) - REQUIREDAbility to maneuver and use web based applicationsAbility to type 40 words a minute per minuteMust be a US CitizenEducation Requirements:High school diploma or GED requiredStrategic Operational Solutions, Inc. is an IT strategy and management company specializing in delivering strategic solutions that enhance business operations in the Federal sector across DoD, DHS, IC, and LEC. We partner with each client to provide customer-centric solutions that achieve current mission requirements and realize strategic vision. Successful outcomes require integration and coordination across a spectrum of disciplines.Leveraging the talent and experience of our employees, STOPSO provides its services in the following concentration areas: * Identity Management and Biometrics * Information Technology Requirements and Development * Information Assurance and Cybersecurity * Security Studies and Analysis Please visit us at www.stopso.com#CB

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