Customer Service/Administrative Support

Job Title: Customer Service/Administrative Support

Summary

Customer Service/Administrative Support personnel are normally the first point of contact for a client. They are responsible for providing basic information, scheduling appointments, and providing administrative support functions.

Essential Duties and Responsibilities

• Receive, screen, and direct callers and walk-in customers to the appropriate FFSP staff

• Provide general, basic information and referral of customers to military and community resources, utilizing other FFSP staff for more in-depth, complicated requests for information.

• Enroll and schedule customers in briefs, workshops, classes, and individual appointments, when not provided through centralized scheduling.

• Provide administrative and clerical services

• Provide a variety of administrative and clerical support functions, e.g., finalizing official correspondence, preparing military messages, making travel arrangements, distributing mass mailings, managing files, receiving messages for staff

• Ensure that information and referral services provided are entered and counted in FFSMIS

• Provide a variety of Counseling and Advocacy Program administrative support functions, e.g., preparing and finalizing official correspondence, data entry, attending and taking minutes at meetings, scheduling appointments, screening and directing potentially distraught or difficult callers or walk-in clients, managing files, maintaining referral and community resource directories

Supervisory Responsibilities

• This job has no supervisory responsibilities.

Required Education and/or Experience Qualifications

• High school diploma or GED

• Experience working with computers and office automation software

• Knowledge of basic customer service skills

• Ability to handle multiple tasks and determine priority of tasks

• Strong verbal and written skills

• Possess a general knowledge base of community and military resources

• Ability to follow directions carefully and understand complex protocols

• Ability to take and prepare meeting minutes, prepare correspondence, and accurately enter data into required data systems

• Knowledge of military lifestyle, ranks, and organizations

Preferred Qualifications

• Professionalism

• Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

• Adaptability

• Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

• Customer Service

• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Other Skills and Abilities

• This position requires access to U.S. Government facilities and systems.
• U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies :

• Ability to work both independently and as part of a team.

• Interpersonal Skills

• Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

• Oral Communication

• Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

• Written Communication

• Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Quality Management

• Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

• Judgment

• Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Physical Demands: Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computers, telephones, copiers, printers, and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment: The physical demands and work environment characteristics described here represent those employees encounter while performing the essential functions of this job. Reasonable accommodat