Customer Service Representative
FAR Government, Inc.
Berlin, DE
vor 1 Std.

FAR Government, Inc. (FARGOV) headquartered in Stafford, VA., is a premier, economically disadvantaged woman-owned Small Business that provides federal professional services, primarily engaged in providing advanced information technology, cyber security, management systems support, as well as business and infrastructure management services.

We are among the most innovative, respected and ethical providers of technology solutions to the United States government.

Our mission is to provide superior-quality, innovative, information technology solutions that help federal agencies best aid, serve and protect the American people.

Qualifications :

  • Level III English proficiency levels in reading, speaking, and writing.
  • a. A minimum of a Bachelor’s Degree in business, human resources, or education and three (3) years of experience performing customer service program management, process improvement, and project management in the English language
  • b. Six (6) years of experience relevant to performing customer service program management, process improvement, and project management.
  • At least three (3) of these six (6) years of this relevant experience must have been gained in an English speaking environment.

    Duties :

  • Forward and track 100% of unresolved ICE comments to the ICE Site Service Provider Managers across the garrison within 24 hours of receipt.
  • For comments received after 1645 hours, Contractor shall forward and track by close of business the next business day.

  • Continually follow-up with ICE Site Service Provider Managers for resolution within 72 hours after initial receipt and notify COR when the issue remains unresolved after 72 hours.
  • Contractor shall close ICE comments without response requested in the ICE system within five (5) business days.

  • Input all hardcopy comment cards into the ICE system by close of business the next business day after receipt from the ICE Site Service Provider Managers or collection from the Plans Analysis and Integration (PAI) inbox
  • Collect and analyze data from the ICE website and create Weekly, Monthly, and Quarterly , ICE Reports within the timelines established
  • Perform the tasks identified by the COR in the annual ICE Marketing Plan.
  • Recommend revisions to the current annual ICE Marketing Plan for the following calendar year and submit of each year of performance.
  • The COR will provide the final annual ICE Marketing Plan to the Contractor by 31 JAN. The Contractor shall perform tasks in accordance with the final annual ICE Marketing Plan upon receipt.

  • Conduct initial ICE training for new ICE Site Service Provider Managers and new supervisors within four (4) weeks of their nomination.
  • The Contractor shall maintain and update the annual training material in accordance with Army, IMCOM and garrison ICE policies.

    The Contractor shall schedule and provide annual refresher training for existing ICE Site Service Provider Managers and their supervisors within one month of expiration of their current training.

  • Forward and track customer feedback from all other sources, to include commander’s hotline, to the responsible garrison directorate by close of business the next business day.
  • Contractor shall continually follow-up for reply from garrison directorate and notify COR when no reply is received after 72 hours.

    Contractor shall draft responses to customer feedback by close of business the next business day after receipt of reply from garrison directorate.

  • Review processes and suggest process improvements within garrison directorates to increase efficiency and effectiveness by incorporating the †Voice of the Customer’.
  • Draft and maintain documentation to include Standard Operating Procedures (SOP), Progress Reports, briefings, information papers, and all required Government forms for projects, programs and initiatives using and applying Microsoft Office and SharePoint.
  • Why FAR Government ?

    You can take pride in working for a company dedicated to serving our government by providing the best, most cost-effective solutions for the US Government.

    Our work helps the US Government secure our nation, support the efforts of our military and intelligence communities, and provide lifesaving medical services to our soldiers, vets, and their families.

    Please submit your most up-to-date resume. Please be sure to highlight your relevant experience.

    FAR Government is an equal opportunity employer and encourages all qualified candidates to apply.

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