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Employee Services Customer Support Agent

2 months ago

Oak Ridge, Tennessee, United States ARS Aleut Construction Full time
About ARS Aleut Construction

ARS Aleut Construction is a proud Alaskan Native-owned organization committed to serving the Unangax people of the Aleutian Islands. We deliver exceptional service to various federal government branches while emphasizing community engagement. Our workplace culture fosters growth, diversity, and inclusion, embodying our motto, "We are One," which signifies our unity and mission.

Position Overview:

This full-time contract position for a Customer Service Specialist (CSS) is situated within the Employee Services Division (ESD) of the Human Capital Shared Service Center (HC SSC). The ESD is tasked with providing administrative and technical support related to benefits, processing, and information management programs. This includes overseeing the full spectrum of Federal HR benefits, entitlements, retirements, processing, and records management. The team also operates the HC SSC Help Desk to assist employees with inquiries and issue resolution.

The role is integral to the HR Help Desk team, ensuring high-quality customer service to both HC SSC staff and the public by delivering accurate HR information promptly. The position also aids the Processing and Records Management teams with personnel actions, records management, and related tasks, and may offer administrative support for special projects or as needed for colleagues in other HC SSC areas.

Key Responsibilities:

Note: All documents and recommendations must be reviewed and approved by the appropriate HC SSC Director or authorized personnel.
  • Manage employee inquiries via calls and emails according to established protocols:
    • Utilize workgroup systems to log communications,
    • Direct requests to the appropriate HR specialist or assistant.
    • Close out completed tickets from the HR Help Desk.
  • Draft and propose new or revised HR Help Desk Standard Operating Procedures (SOPs), Knowledge Library entries, and web content; implement approved updates.
  • Assist in monitoring and reporting on HR Help Desk performance metrics.
  • Act as a subject matter expert and primary contact for HR Help Desk inquiries; address routine questions and escalate complex issues as necessary.
  • Provide general HR-related information; refer to SOPs and Knowledge Library as needed.
  • Communicate any issues or concerns to the team lead or supervisor promptly.
  • Collaborate across HC SSC departments to ensure HR Help Desk content is current, including FAQs on internal platforms.
  • Support the team lead in coordinating technical aspects between the HR Help Desk and other departments.
  • Participate in team and departmental meetings.
  • Respond to public inquiries regarding federal employment and current HC SSC activities as per established guidelines.
  • Contribute as a member of the electronic Official Personnel Folder (eOPF) System Administrator's team:
    • Assist users with troubleshooting and general support
    • Process access requests
    • Scan, index, and verify documents in eOPF
    • Reset passwords
  • Maintain professionalism by ensuring confidentiality of information, protecting organizational assets, and adhering to ethical standards and applicable laws.
Position Requirements:

Education/Experience:
  • Associates Degree preferred.
  • High school diploma or equivalent.
  • Minimum of 2 years of relevant administrative or clerical experience.
  • Four or more years of experience in administrative support roles with proficiency in Microsoft Office Suite, including Word, PowerPoint, Excel, and Outlook.
General Requirements:
  • Strong knowledge of federal HR practices is highly preferred.
  • Familiarity with call center technology is desirable.
  • Excellent interpersonal skills are essential.
  • Ability to multitask and prioritize effectively.
  • Strong customer service skills to assist with inquiries regarding requests and personnel actions.
  • Exceptional verbal and written communication abilities.
  • Knowledge of administrative and clerical processes.
  • Ability to work collaboratively in a team environment.
  • Capable of organizing and completing multiple tasks within deadlines.
  • Adaptability to frequent changes in policies and processes.
  • Strong problem-solving and time management skills.
  • Ability to build effective relationships with other teams and service providers.
Additional Requirements:
  • The selected candidate will be required to sign a Non-Disclosure Agreement (NDA) as a condition of the contract assignment.
  • This position may allow for offsite work, subject to specific agreements.
  • Compliance with security and asset management policies is mandatory.
Training Provided:
  • CHRIS
  • CRM (Customer Relationship Management)
  • eOPF
  • Employee Self Service (ESS)
  • Department of Energy Information (DOE Info)
ARS Aleut Construction is committed to fostering a diverse and inclusive workplace.

At ARS Aleut Construction, we believe in the power of diversity and collaboration. By embracing varied perspectives, we unlock new opportunities and drive innovation. We strive to create an environment where every employee feels valued and inspired to grow. Join us in celebrating diversity and belonging for all individuals.