Bilingual Customer Service Representative, Call Center

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™

ASRC Federal Technology Solutions LLC, a subsidiary of ASRC Federal, is seeking a Bilingual (Spanish) Contact Center Agent (Customer Service Representative) to join our team in Gettysburg, PA in support of the Federal Communications Commission (FCC). We offer an excellent benefits package that includes tuition reimbursement, paid time off and 11 holidays as well as a culture that fosters innovation and teamwork.

Requirements

• Fluency in Spanish and a High School Diploma or equivalent.
• Minimum of 3–5 years of experience in a call center, customer service, or government information support role.
• Ability to write reports in English.
  
  

Responsibilities

• Respond to inquiries from the public regarding licensing procedures, application requirements, and complaint filing processes.
• Provide accurate guidance on navigating online forms, and documentation requirements.
• Research and resolve escalated or complex consumer issues by referencing FCC policies, procedures, and knowledge base resources.
• Document all customer interactions in accordance with FCC and contract requirements, ensuring accurate and complete records.
• Support quality assurance and training activities by identifying common issues and recommending improvements to scripts, FAQs, and knowledge articles.
• Escalate unresolved issues to higher-level specialists or government staff as required.
• Provide Tier 2 technical assistance to customers.
• Troubleshoot login issues for customers.
• Provide customers with support navigating forms.
  
  

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.