Job Description: The General Clerk IIB's will communicate with consumers using their English and Spanish-speaking skills. This position provides telephone support utilizing English and Spanish languages.
General Clerk II's will select appropriate methods from a wide variety of procedures and make simple adaptations and interpretations from a limited number of substantive guides, manuals and procedures. The clerical steps often vary in type or sequence, depending on the task. Recognized problems are referred to others.
This position provides telephone support by following specific scripts and guidelines.
Specific responsibilities include, but are not limited to:
Posts information to agency records and modifies forms or records.
Records and inputs information to internal database records.
Conducts outbound telephone calls.
Performs data entry and retrieval and performs arithmetical computations.
Receive coaching/feedback and implements/takes action to make changes as appropriate.
Participates in internal training through company Learning Management System and passing certification tests.
Adheres to service compliance requirements by completing training modules and passing annual re certifications.
Maintains required production and quality standards as outlined by contract.
Recognizes and assesses issues associated to the task following work instructions as outlined by the line of business and escalates when necessary.
Effectively works in a team environment.
Demonstrates flexibility and ability to adapt to changes.
Military Veterans and spouses are encouraged to apply.
Required Skills High school diploma or equivalent, and six months of work experience in a similar job. Education beyond high school completion may substitute for experience.
MUST: The General Clerk IIB's must be able to speak fluently in English & Spanish. Demonstrate clerical skills including data entry, typing and outbound telephone calls. Provide telephone support utilizing clear and effective communication skills.
Prior telephone experience is desired. Demonstrate skills in using a personal computer including Microsoft Office Suite (Excel, Word, PowerPoint and Outlook), and phone. Demonstrate ability to multitask using two computer screens and navigating between multiple software programs.
Demonstrate ability to work independently, performs as a self-starter, and meets critical deadlines. Demonstrate ability to communicate effectively both orally and in written communication. Display knowledge of business terminology, methods, and procedures; office procedures, and spelling, punctuation, grammar, and mathematics.
Demonstrate ability to prepare and maintain detailed records, files, and reports. Demonstrate ability to type accurately at a speed consistent with work requirements. Maintain confidential and sensitive information by following PII (Personal Identifiable Information) standards.
Demonstrate ability to work effectively and professionally with agency personnel. This position is on a U.S. Government contract which will require candidates to pass a background investigation. We provide a safe and drug free environment for our clients and employees.
Employment Type Full time
Job ID 52576713
Company Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. federal civilian agencies, the intelligence community, the Government of Canada, state and local governments, and commercial clients.
We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees.
At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team.
Serco's people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
Functional AreaBusiness Process Outsourcing
DepartmentSerco's Health Services business unit is focused on supporting vital government programs, while enhancing the experience and outcomes of consumers. Our team of over 1,000 employees deliver an integrated approach that combines policy expertise, business process excellence, and intelligent automation to help our clients deliver outstanding customer service to millions of citizens, while ensuring program integrity. We partner with Federal agencies and State governments to develop closely tailored solutions to advance initiatives that provide health care services to millions of Americans.