Human Resources Assistant (Customer Service)
KnowledgeBank, Inc. is an award winning provider of human capital,organizational effectiveness and learning solutions, as well as innovativeoutsourced and project-based human capital management services to organizationsranging from large federal agencies, state and local governments, Fortune 500firms and small and emerging companies.We are currently seeking a Human Resources Assistant (Customer Service)to support the Transportation Security Administration (TSA). This position is full time and on-site atthe government's location in Alexandria, Virginia. Position Responsibilities andDuties Serve as a member of the Contact Center Team to log and resolve customer questions and issues that come in through the Contact Center via phone or email. Escalate (as needed) customer questions and issues that come in through the Contact Center via phone or email. Apply logic and basic principles of customer service to operational scenarios. Use scripts and other knowledge articles to respond to customer issues. Route tickets to the appropriate specialist as necessary. This position requires one (1) year of customer service experience. Ability to follow scripts and other knowledge articles in order to respond to inquiries. Ability to explain federal HR processes and procedures. Ability to communicate clearly over the phone with customers. Ability to craft clear and concise email communications to customers. Ability to follow instructions. Ability to establish and track customer tickets in a case management system. Prior experience working in a contact center responding to with customer inquiries is preferred. Minimum education requirement is a high school degree. About KnowledgeBankKnowledgeBank offers a competitive pay and benefits package thatincludes generous paid-time-off including holidays, short-and-long-termdisability; group health insurance including medical, dental and visioncoverage; flexible spending account for health and dependent care; 401(k)retirement plan and professional certification reimbursement. KnowledgeBank is pleased to be an EqualOpportunity/Affirmative Action Employer. Members of ethnic minorities, women, disabledveterans, veterans of the Vietnam-era, recently separated veterans, and otherprotected veterans, persons of disability and/or persons age 40 and over areencouraged to apply.