Description

Come be a part of an outstanding team supporting a mission that makes a difference! Don't miss an opportunity to excel! APPLY TODAY!!!

This position is in direct support of the National Visa Center (NVC) in Portsmouth, NH.

This is an on-site role with work-from-home flexibility. Training is in person, on-site for a period of approximately 9 weeks. Operational needs and our telework policy will determine your work location. Your presence may also be required in the office for additional trainings and meetings, or to resolve badge issues. Any additional remedial training and/or supervision will be held in-office at the National Visa Center. 

Please Note: You must live within 90 miles of the National Visa Center.

Here’s why we want you to consider LDRM:

• Tuition reimbursement program.
• Union-negotiated base pay of $20.73 per hour, $6.07 per hour additional to help pay for benefits, and a shift differential for our mid- and evening shifts. There is an additional $1/hour call center phones premium.
• 401(k), health, dental and vision plans, and other insurances you can use
• An Employee Assistance Plan that’s ready when you need it
• Paid training and paid time off

What You'll Be Doing:

• Respond to customer inquiries via telephone and email
• Maintain a positive, empathetic, and professional attitude towards clients and determine work requirements with the customer
• Provide good communication answering inquires and clarifying information by researching, locating, and providing details
• Resolve problems by clarifying issues with researching, exploring answers, offering alternative solutions, implementation of solutions with the potential to escalate unresolved issues
• Establish working knowledge of database while entering and updating information
• Fulfills requests while clarifying desired information, completing transactions, and forwarding requests as needed
• Coordinate with other departments efficiently and effectively as needed
• Collaborate with office staff and work diligently in keeping equipment in operational order by following established procedures and reporting malfunctions immediately

Requirements

• 1-2 years of relevant experience
• Experience in an office/clerical/call center environment preferred
• Excellent command of the English language both verbally and written
• Spanish language fluency
• Good computer skills (MS Office Suite)
• Interpersonal and communication skills
• Administrative and organizational skills
• Professional work ethic
• Analytical skills and attention to detail
• Ability to work independently and as a member of the team
• Ability to successfully complete computer literacy and call center/customer service skills assessment
• Ability to successfully complete a pre-employment corporate credit/criminal check
• Ability to obtain/maintain a government background investigation/security clearance

Work Environment:

• Work is primarily performed in an office but may also include all other work environments as required.
• Work is full-time (40 hours per week), Monday - Friday, with two paid 15 minute breaks and a 30 minute unpaid lunch.
• Candidates should be prepared for initial training onsite, and then to come onsite as needed for additional trainings, system/badge refresh, some in person meetings, etc. but the majority of work post-training will be work from home.

Pay and Benefits:

• Base pay = $19.73 per hour
• Health & Welfare Benefits = $6.07 per hour up to 40 hours per week for benefits or extra pay after required benefits elections/deductions
• Shift Differential = Additional $0.25 per hour for mid shift or $0.60 per hour for evenings
• Language Differential = Additional $1.00 per hour for certified Spanish speakers (ILR Level 3)
• Phones incentive - Additional $1.00 per hour when you are on the phones
• Paid vacation, sick, and holiday leave
• Health, Dental, and Vision insurance
• Disability insurance
• Life insurance
• Tuition Reimbursement Program
• Employee Assistance Program
• 401(k)

The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

LDRM is a federal government contractor specializing in application processing support services. LDRM is a joint venture between two companies, DTSV and Lockwood Hills, a subsidiary of Akima. If you would like more information regarding LDRM please go to: www.ldrmllc.com.

DTSV is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, national orientation, disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.