What are the responsibilities and job description for the Customer Service Representative position at Council For Logistics Research Inc?
Customer Service Representative
Council for Logistics Research, Inc. McLean, VA
Benefits Offered: Medical, Life Insurance, 401k, Dental
Employment Type: Full Time
Location: Emmitsburg, MD (National Emergency Training Center)
Supervises: No
Security Requirement: Public Trust
Description of Work: The Customer Service Representative (CSR) provides front-line administrative and customer support for FEMA’s Independent Study (IS) Program. The CSR ensures accurate and timely processing of student data within FEMA’s Independent Study Database System (ISDBS) and handles public inquiries related to course completion, transcripts, and account issues.
Duties & Responsibilities:
- Provide exemplary customer service for IS users
- Reconciliation of duplicate student accounts
- Processing and responding to electronic and written correspondence within established timeframes
- Preparing and sending official transcript requests to educational institutions
- Assisting in the evaluation of new technologies and process improvements
- Participating in meetings and maintaining accurate minutes for supervisor review
Required Education, Skills, and Experience:
- High school diploma or equivalent (Associate’s degree preferred).
- Minimum of two (2) years of experience in customer service, records management, or training administration.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and data entry systems.
- Strong written and oral communication skills.
- Ability to obtain and maintain a Public Trust clearance.
- Skilled in managing high-volume student data and inquiries efficiently and accurately.
- Understanding of Privacy Act, FOIA, and Federal Records Act policies.
- Ability to meet FEMA’s turnaround timelines for student support and data reconciliation.
- Professional demeanor, reliability, and attention to detail.
CLR and its subcontractors shall abide by the requirements of 41CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation, and gender identity. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, gender identity and sexual orientation, protected veteran status or disability.