Support Team Operator

Job Title:             Support Team Operator  

Department:        Customer Engagement 

Grade:                 io2 

Classification:     Administrative Support Workers 

EEO Category:   Non-Exempt 

Job Summary > Full-Time

The Support Team Operator will report to a manager or shift supervisor and provide a basic level of customer support and/or refer more complex problems to other staff members. 

Responsibilities: 

• Interact with potential recruits to answer any questions they may have about the Army National Guard (ARNG) and work to prequalify these individuals
• Communicate with Applicants by providing customer service to them in accordance with enlistment standards
• Determine enlistment eligibility according to ARNG enlistment criteria
• Make and receive phone calls with the intent of promoting or selling company products and/or services
• Respond to client Leads in a timely manner in order to increase the number of Leads turned into Applicants, while decreasing the amount of time spent by field representatives working Leads
• Possess a thorough knowledge of recruiting regulations and related resource materials, while being able to explain them in simple terms
• Work well under immediate supervision and follow processes and protocol as outlined
• Promptly complete all projects and administrative tasks as assigned
• Communicate effectively and maintain the flow of information while keeping supervisors informed of any issues that may occur
• Accomplish other duties as assigned by management
• Gain functioning knowledge of the portal software used to process applications
• Work effectively with other team members to maintain positive morale and a sense of teamwork
• Learn and abide by the operating policies and procedures of iostudio
• Represent iostudio in a professional manner with all client leadership, vendors and staff
• Complete and submit daily time reports

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. 

Qualifications 

• Ability to multitask with multiple communication tools in order to provide an exceptional level of customer service
• Patient and pleasant demeanor is required, as the main goal of this position is to provide positive communication to potential Applicants
• Familiarity with a variety of the recruitment field’s concepts, practices and procedures is a plus
• Ability to type 40 wpm
• Professional verbal and written communication skills a MUST; a clear speaking voice is required
• Honorable military experience is a plus
• If position is under government contract:
  • Ability to qualify for a government security clearance, as required by government contract
  • Citizen of the United States of America, as required by government contract

 Education / Experience 

• Associate degree a plus; may be substituted based on experience
• Supervisory or specialty experience within a Call Center environment preferred