Goodwill Industries of San Antonio Call Center Representative in San Antonio, Texas

Call Center Representative

req654

Our Mission is to help change lives through the power of work. We serve our community by providing career training and placement assistance for employment. Our programs are supported with profits generated through the sale of donated goods in our Retail Stores, and revenue from business services offered through our Contract Services Division. We invest 92.6 cents of EVERY DOLLAR EARNED back into the community. This is accomplished through educational programs and career services provided through our Good Careers Academy and Good Careers Centers.

We are currently seeking a dynamicCall Center Representativewho has a passion for serving others and making a difference. Join the Goodwill Team today.

LOCATION

San Antonio, Texas

Randolph Air Force Base

Full Time

EMPLOYMENT TYPE

Non-Exempt

PAY

17.04 - 17.04

WORK SCHEDULE

Varies, depending on shift assigned

PRIMARY DUTIES AND RESPONSIBILITIES

Position Summary

Service Center Technician will respond to and provide timely, professional, accurate, and adequate responses to telephone calls, e-mails, and webchats. Document each case as prescribed on a full spectrum of military and civilian personnel inquiries. Process all DD Form 214s for military service members separating and retiring from the Air Force to include tracking, researching, collecting documentation, typing, certifying and mailing DD Form 214s. .

Essential Duties and Responsibilities

  1. Manages large volumes of inbound phone calls, e-mails, and webchats in fast-paced, stressful customer contact center environment.

  2. Identifies customers’ needs and verifies their identity through a systematic approach.

  3. Researches and understands government required policies, directives, and personnel data systems to assist Air Force Military and Civilian workforce with inquires across a broad spectrum of Human Resource (HR) questions in a short period of time.

  4. Keeps accurate records of conversations in Right Now Technologies (RNT) database and outline how each call, e-mail, and chat was resolved. Appropriately escalate unresolved cases to the business process owner as directed.

  5. Quickly adapts to changing Air Force HR policies and procedures.

  6. Answers and resolves all calls and webchats within 120 seconds minimizing abandon rate; making every effort to resolve all calls, e-mails and chat cases received.

  7. Processes all DD Form 214s for retiring and separating Military personnel per directives.

  8. Meets other duties and expectations as assigned.

JOB REQUIREMENTS

Must be a U.S. citizen and eligible to obtain a US government security clearance and base access.

Minimum 6 months’ to a year experience in a Customer Service environment

Minimum 6 months’ familiarity with Air Force terminology and Instructions, Department of Defense(DoD), Air Force forms and Military Personnel Data System

Minimum 6 months’ experience performing research, developing written responses to inquiries and working with Air Force personnel policies, procedures and manuals

Air Force Personnel Technical School or equivalent combination of education, experience and/or military and/or Air Force Civilian training strongly preferred.

Must be able to work effectively in a fast-paced, high-stress environment with exceptional telephone skills; able to respond

in a professional manner verbally and in written communication and ability to meet attendance expectations

High school diploma or GED required; Associates Degree preferred.

For more information about Goodwill Industries San Antonio, please visit our website at: www.goodwillsa.org.

Equal Opportunity Employer/Veterans/Disabled

REQ ID:654