Customer Support Professional

Job Category:Customer Services Primary Location:USA-ID: IDAHO-LEWISTONSchedule:Full-time Job Type:Standard Employee Status:Regular Yes, 50 % of the Time Job Posting: 2008-08-18Description: The US Army Reserve is leading an initiative to develop a virtual installation designed to serve the needs and encourage the connectedness of Army Reserve members and their families across the Army Reserve component. The concept of the virtual installation is based on a recognition that Army Reserve members within the same unit often live in disperse geographic communities (and in many cases, live many miles apart), yet all of these members and families are an important part of the community that comprises that unit, and more broadly, the Army Reserve. This task order requires providing high quality, timely and efficient Family Programs support services to soldiers, civilian employees, retirees, and family members on behalf of the Army Reserve Family Programs Directorate. Place of duty performance: Whitefish, Monana Essential Job Functions : The Family Readiness Support Assistant (FRSA)Maintains a database of contact information for their assigned soldiers and family members. Contact information should contain: date of contact, assistance offered, referrals and follow-up actions provided to family members and significant others of assigned soldiers. Plans and executes mobilization and reunion briefings on weekdays and weekends for deploying soldiers, coordinates with supporting agencies to ensure availability of materials, supplies, equipment, and subject matter experts as needed to conduct the briefings. Follows up and mails information to with family members, and/or significant others identified by the soldier that were unable to attend briefings. Supports the volunteer service component of Family Programs. Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed. Provides response and takes appropriate action to resolve. May interact directly with original requestor, advise others on how to respond or escalate to a higher level if needed. Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution. Monitors customer inquiries for a specific functional area, tracks progress and resolution of escalated inquiries. Assists less experienced staff in developing appropriate responses. Basic Qualifications Bachelor's degree or equivalent combination of education and experience. Bachelor's degree in business management or related field preferred. Four or more years of functional area experience (i.e. finance, human resources, procurement, information technology, etc.) Experience working with organizational functional and personnel. Experience working with fax machines, computer software and telephone technology. Experience working with help desk software. Other Qualifications Business and analytical problem solving skills. Good communications skills. Ability to work independently. Ability to follow oral and written directions. Ability to understand and apply regulations applying to functional area. Remote Work Location Authorized:No Relocation Assistance:Not AvailableClearance Level:NACI Create Success