NASA CCC - Tier 1 Rep

Type – HourlyBusiness Unit – NASA Customer Contact Center/ESCReports to: CCC ManagerLocations: Stennis, MS | Philadelphia, PA | RemoteSummary:The NASA Shared Services Center’s (NSSC) mission is to provide timely, accurate, high quality, cost-effective, and customer-focused support for selected NASA business and technical services. NASA has consolidated the Procurement, Finance, Human Resource and Information Technology activities into a single shared services center.This role provides Tier 1 support for NASA Business and Administrative services including but not limited to Human Resources, Financial Management and Procurement.

Documents all support activity in ServiceNow tracking system. Troubleshoot, resolve issues, and answer inquiries for NASA customers contacting the NASA Customer Contact Center via telephone, e-mail and web. Tier 1 support is provided Monday through Friday, excluding federal holidays, 7 AM to 7 PM Central Time. Shift schedules are based on customer need and are subject to change. Training will be conducted from 8:00am - 4:30pm CT / 9:00am - 5:30pm ETUpon completing training, you will work the following shift: 10:30am - 7:00pm CT / 11:30am - 8:00pm ETEssential Job Functions  Provide customer assistance and problem resolution to a wide variety of customers across business areas supported by a multi-customer contact center environment  Responds to customer calls, e-mail and web inquiries, providing a single point of contact for reporting problems, making inquiries and obtaining guidance about any and all services provided by materials as  needed Provides response and takes appropriate actions to resolve  Interacts with customers and escalates issues to a higher level if required; contributes to a knowledge database; and monitors customer inquiries. Follow established escalation procedures.

 Resolves and responds to written customer inquiries and phone calls.  Handles customer questions/issues requiring follow-up and exercises independent judgment within set guidelines.  Uses reasonable independent judgment to respond to customer questions/issues for which no definitive guidelines are in place.   Develops and maintains positive customer relationships and as well as team members and supervisors.  Applies critical thinking and problem solving skills to customer issues.  Acts as part of an overall customer service team member to assist team in meeting goals and quality objectives  Understands critical and urgent nature of phone answering as well as responding to other interaction types whether they are e-mail, web chat or other. Provides good interpersonal skills in handling customer inquiries.Responsible for effectively handling customer contacts (i.e. phone calls, e-mail, TDD, etc.).  Documents inquiry outcomes for accurate tracking of the help desk interaction.  Maintains positive customer relations and coordinates with various functions within the organization to ensure customer requests and questions are handled appropriately and timely.Essential Duties and Responsibilities include the following; other duties may be assigned:

Work Schedule – Set Shifts are offered. Tier 1 support in the CCC is open from 8 am Eastern to 8 pm Eastern Monday to Friday. Shift schedules are based on customer need and are subject to change.  The shift that is current being hired for is at the top of this posting.Security/Background Check:Must be able to submit application and be accepted by NASA for Position of TrustSupervisory Responsibilities:                                         This position has no supervisory responsibilities.Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions  Customer Service and communication skills are required  Ability to keep sensitive and confidential material private  Basic organization skills to balance and prioritize work  Good interpersonal skills for interaction with team members and clients  Basic analytical and problem solving skills  Good computer and business solutions software skills  Ability to work in a team environmentEducation and/or Experience: High school diploma or general education degree (GED) required w/ some college preferred; or one year related customer service experience and/or training; or equivalent combination of education and experience.   Experience with computers and keyboarding skills required (or alternate technology that facilitates computer keyboarding/data input).  Communication Skills: Ability to comprehend basic instructions, short correspondence, and memos.  Ability to compose basic correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.Mathematical Skills: Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.Reasoning Ability:Ability to multi-task is desired.  Representatives move between email and phone support. Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Accommodations are be made to enable individuals with disabilities to perform the essential functions.  Such accommodations must be directly related to the work being performed, and must be readily available and financially assessable.  While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.   The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. C,EEO/disability/vets Up to 18.90 (USD) Hourly