Serves as Call Center Assistant for the National Capital Region-Directorate of Information Management Customer Service Call Center (CSCC) under the direct supervision of the Chief, Quality Management Branch, Enterprise, Plans, and Quality Management Division. Responsible for supporting the request of services provided by the National Capital Region-Directorate of Information Management in the areas of automation, communications, mail/distribution, visual information, and records management throughout the National Capital Region-Directorate of Information Management area of operations.
Answers incoming calls for service, providing some technical trouble resolution for supported personnel serviced by the Customer Service Call Center. Collects information from callers, to be used in the prompt reporting of requested services and trouble-shooting common user problems. Enters the information collected into an automated trouble ticket system, determines nature of problem and submits it to the appropriate work area within the National Capital Region-Directorate of Information Management for prompt action or resolution. Monitors the status of the trouble tickets in the system to ensure problems and requests for service are resolved in a prompt manner. Ensures the proper response personnel document their progress and complete tasks. (Approx. 70%)
Provides recommendations for changes in the configuration of the call center network and makes suggestions to working area managers for process improvements. Also makes recommendations to the Quality Management Team for tracking the quality of customer service. After closing a service ticket, incumbent will contact the individual who originated the service request to ensure the satisfactory resolution of the request or problem. Incumbent generates daily and weekly statistical reports on service requests; problem resolution; and other subjects as requested by the supervisor of the Customer Service Call Center. Uses office automation to accomplish clerical, statistical, and data entry tasks in support of the Call Center and produces various administrative reports, technical papers, correspondence, or written documents. Transmits large amounts of information, and generates cumulative, statistical, tabular, narrative, and graphic reports. Position requires the services of a qualified typist. (Approx. 30%)
Coordinate student logistics. Answer phones. Provide information on training talent development and activities. Greet and assist visitors/students and provide assistance as needed. Schedule facilities meetings and activities. Provide support for class and events to include planning and coordination of activities. Maintain records reports calendars and documentation needed for visitor/student access and activities. Additional administrative support duties as required.
Performs other duties as assigned.
