Customer Support Representative
AMERICAN SYSTEMS - Norfolk, VA

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Reports to the CIVMAR Support Center (CSC) Knowledge Center Manager/Assistant Knowledge Center Manager. Responsible for providing information to customers via phone, email, and in face to face conversation concerning hiring requirements, United States Coast Guard (USCG) merchant mariners document/licensing requirements, inform customers of selection for employment, conducting research to provide answers or determine who can best answer questions from current CIVMARS concerning benefits, pay and other issues.

Duties include:

Answer telephone, email, mail, and fax inquiries from customers on a variety of topics and interpret and respond to customers’ needs in a quick and effective manner
Document all contacts with customers or work performed related to customer in Remedy, the CSC internal database
Conduct independent research to answer customer inquiries or determine who can best respond to customers questions/concerns.
Be knowledgeable in the following topics (including, not limited to):
•Transportation Worker’s Identification Credential (TWIC) card process.
•General MSC shipboard life
•General MSC information and specific job requirements
•Merchant Mariner Credential, US Coast Guard (USCG) documentation, licensing requirements, and processes
•MSC application processing, selection process, pre-employment processing, New Employee Orientation (NEO) Process
•MSC benefits, pay, other quality-of-life issues
Conduct daily quality assurance (QA) and correct any errors
When assigned, perform outbound calling to inform customers of their selection for employment and the steps the customer must follow to complete the hiring process
When assigned, assist in the processing of employment applications
When assigned, conduct follow up for various CSC processes including completion of Information Request Forms or MSC applications, Source of Support requests, and Not-Fit-For-Hire medical determinations

About this company
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AMERICAN SYSTEMS is a government services contractor and one of the largest employed-owned companies in the U.S. AMERICAN SYSTEMS is focused...