ERT Suitland , MD 20746
Posted 2 weeks ago
Position Description
Will support NOAA's Search and Rescue Satellite Aided Tracking (SARSAT) system located at the NOAA Satellite Operations Facility in Suitland, MD. Thsi is an on-site position.
The Customer Service Representative / Backup Duty Controller will perform the following functions:
Answer incoming phones and resolve customer issues by calling and emailing customers
Track data received and source documents
Accurately and quickly enter alphabetic, numeric, and symbolic data into a computer system
Review error reports and make necessary corrective actions
File and route documents after entry
Prepare mailings
Work in a team environment
After getting certified as a Registration Database Customer Service Representative, additional tasks performed as the Backup Duty Controller include:
Fill in for duty controller shifts (day or night)
Record all shift activity (e.g., system messages, phone calls, satellite status changes)
Perform database queries
Draft operational reports
Send messages to SARSAT partners concerning the quality of incoming/outgoing data
Regularly test communication links
After completing controller training, work one 12-hour shift each week for 3 to 6 months to maintain and improve skills as a duty controller.
After probationary period, work one 12-hour shift (7am
7pm) each month, of which, every 4 months must include at least one day and night shift (7 pm
7 am).
Shift Time for RGDB Customer Service Rep: 9 a.m. to 5:30 p.m.
Required Skills
4 years related experience with help desk and/or customer service/relations with an emphasis in responding to email messages from the public.
Experience working with the public and the ability to respond appropriately to difficult clients is a must.
Typing speed 35-45 wpm or greater (to be confirmed by a typing test)
Requires the ability to make appropriate decisions to resolve issues based on information provided by customers.
Must be flexible in performing day-to-day functions.
Knowledge of Microsoft Excel and Word required.
Excellent attention to detail.
Excellent verbal and written communication skills.
Must maintain an excellent attendance record and be able to report to work scheduled shifts on time.
Willingness to work compensated occasional 12-hour shifts as a backup controller in the Mission Controller Center which may include nights is a must.
Must be a US Citizen or Permanent Resident and be able to pass a background investigation to obtain a security badge to enter the applicable government facility.
Desired
2-4 years supporting scientific, engineering, or other technical programs is desired.
Past experience working in a fast-paced environment that required meeting daily deadlines.
Proven experience using software tools such as Microsoft Office products
Ability to operate in an environment with multiple windows of various interfaces or web pages open at the same time desired.
An understanding of mathematics, latitude and longitude, and time zones (e.g., UTC/ GMT) is helpful.
Active or prior Government background investigation a plus.
Education
High school diploma, or equivalent. Associates and/or BS degree, preferred
ERT is a VEVRAA Federal Contractor and Equal Opportunity/Affirmative Action employer
ERT