Customer Service Assistant

Customer Service Assistant position details

The U.S. Fish and Wildlife Service, International Affairs Program (IA), Branch of Permits, located in Falls Church, Virginia issues permits related to various wildlife laws and treaties at different offices.

Our office generally receives hundreds of calls on a daily basis. The two (2) customer service assistants would assist the lead customer service attendant for the Branch of Permits by responding to telephone calls and, if necessary, assist the lead customer service attendant with filing annual reports in the appropriate permit file in epermits. The customer service assistants may also assist with filing or other tasks as appropriate.

The purpose of this task is to assist the branch in resolving the backlog of applications for permits. The Branch implements CITES (the Convention on International Trade in Endangered Species of Wild Fauna and Flora), an international agreement between governments, among other laws, treaties, and regulations. CITES aims to ensure that international trade in specimens of wild animals and plants does not threaten the survival of the species.

Required Knowledge, Skills, and Experience for customer service assistants.

• _Skill in resolving problems and issues, and in dealing with people in a tactful and personable manner, both on the phone and in person.

• _Attention to detail.

• _Experience in quality control and assurance.

• _Skill in navigating and working in electronic systems, ideally has familiarity working a ServiceNow operating system.

• _Public trust security clearance.

• _Ability to adhere to privacy act and records retention requirements.

• _Ability to learn and comply with ePermits procedures for entry and retrieval of data regarding permits and licenses.

• _Ability to search records or guidelines.

• _Skill in database entry and extraction, record keeping and tracking, and communication logs.

• _Ability to maintain computer records, to conduct computer searches, and print computer reports.

• _Skill in dealing with wide range of people in a polite and tactful manner.

Duties:

• _Demonstrates performance that meets organizational goals.

• _Generally completes activities in a timely manner and supervisor is kept informed of work issues, alterations, and status.

• _Effectively applies technical skills and organizational knowledge to get the job done.

• _Consistently organizes, monitors, and tracks personal workload.

• _Undertakes regular consultation with the Government-staffed Team Leader (at least once a week).

• _Collaborates and cooperates with others to complete work products by coordinating with involved parties.

• _When confronted with a challenge or problem, recommends a solution for Government-staffed Team Leader consideration.

• _Demonstrates interpersonal relationship skills and a professional demeanor that promotes developing and maintaining positive working relationships with other HQ branches and divisions, regional offices, other FWS programs, and others.

• _Demonstrates respect for team members, considers/respects the views of others, and actively supports team decisions.

• _Helps maintain a cordial and positive atmosphere in the Headquarters Office.

• _The employee independently plans the work; resolves problems and carries out successive steps of assignments.

• _Work consists of related steps, processes, and standard explanations of methods or programs in the function.

• _Difficulties encountered include dealing with the public and customers.

Hours of Coverage

The Contractor shall be able to provide service between 8:00 am and 4:30 pm Eastern Time; 40 hours per week; 30 minutes unpaid lunch break.

Hosted Records is an Economically Disadvantaged Woman Owned Small Business (EDWOSB) and SBA HUBZONE. Our contract vehicles include: SBA 8a Joint Venture, GSA 36, GSA 70, GSA Mobis, FAA eFAST, and Navy Seaport-e. In 2016, Hosted Records was listed in INC. Magazine as the 254th fastest growing company in the United States and 15th fastest growing Government contractor.