Customer Service Representative Hawaii (On Call)

Overview

Nakupuna Companies is looking to hire a Customer Service Representative - On-Call to work as a call-in to remotely manage and operate the United States Army Garrison Hawaii (USAG-HI), Directorate of Public Works (DPW), Work Reception Desk. The candidate and team are responsible for manning the reception desk phone lines to receive, triage, dispatch, and document daily calls.

Responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.  Management may assign additional duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Support DPW’s Work Reception Desk operations by providing part-time support Monday through Friday 1600 – 0730 on Hawaii Standard Time (HST)
• Answer help desk phone line in a timely (within 10 seconds) and courteous manner
• Be part of a team that provides part-time dispatch services 24 hours a day including Saturday, Sunday, and Federal Holidays on Hawaii Standard Time (HST)
• Screen all incoming calls to determine if the request for service falls under the responsibility of DPW as a maintenance or repair of real property facilities
• Initiate Demand Maintenance Orders (DMO) requests received through Army Maintenance (ArMA), by telephone, and e-mail on the same day received. Ensure the correct facility codes are entered when processing requests
• Dispatch all priority one (1) Demand Maintenance Orders (DMOs) within fifteen (15) minutes of receipt. Dispatch lower priority DMOs within one (1) hour of receipt and enter data into the appropriate database for tracking
• Process requests in ArMA and other designated automation systems using the priority one (1) (Emergency), priority two (2) (Urgent) and priority three (3) Routine) standard
• Accurately enter all DMOs into General Fund Enterprise Business System (GFEBS)
• Maintain a professional and courteous disposition when communicating with all internal and external customers, to include DPW personnel and OMD technicians
• Ensure all work accomplished meets all maintenance and repair standards

Qualifications

Skills/Qualification: Organizational and planning skills, excellent communication, customer service and problem-solving skills, Problem analysis, attention to detail and accuracy, solid judgment and decision-making ability, takes initiative and is adaptable and customer oriented.

• Candidate must have 3-5 years of relevant execution experience
• Dispatching experience preferred
• Experience in call tracking applications and customer service practices
• Working knowledge of GFEBS preferred
• Able to remain organized and balance multiple tasks
• Experience with Microsoft Office, including Outlook, Word, Excel, and PowerPoint

Education/Experience: Requires a High School Diploma

 

Clearance: Military Installation Access: This position resides on a military installation. Must be able to qualify for and obtain a base access pass. Must be able to obtain a favorable National Security Agency Check (NACI) including a FBI fingerprint check. Must be a U.S. Citizen.

 

Physical Requirements: The ideal candidate must at a minimum be able to meet the following physical requirements of the job with or without a reasonable accommodation:

• Ability to perform repetitive motions with the hands, wrists, and fingers.
• Ability to engage in and follow audible communications in emergency situations.
• Ability to sit for prolonged periods at a desk and working on a computer.

This federal government project is subject to the Service Contract Act (SCA). The hourly rate for this position is determined by the location where work is performed. In addition to hourly pay, positions subject to SCA are entitled to a health and welfare (H&W) payment, which may be adjusted based employee selection of company benefits in lieu of H&W.   

 

The Nakupuna Companies use a market-based compensation strategy to ensure that our employees are compensated within applicable market rates commensurate with multiple factors, including but not limited to the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability, organizational requirements, and position location. The projected compensation rate for this position is $21.00 per hour. The hourly rate displayed represents the typical rate for this position and is just one component of Nakupuna Companies total compensation package for employees.