What are the responsibilities and job description for the Support Specialist (Nights, Weekends) position at MediaCross?
Support Specialist
Nights and/or Weekends
Onsite | Norfolk, VA
Professionalism, excellent customer service, accuracy, and a team mentality are key for this position due to the content managed, fast-paced nature, and high visibility with the Client. As a Support Specialist, you will work individually and on the team as a representative of our Client. You will report to the Knowledge Center Manager and work from Naval Station Norfolk.
Responsibilities
Pre-Employment and CIVMAR Medical Processing
To apply, please go to https://mediacross.aaimtrack.com.
Nights and/or Weekends
Onsite | Norfolk, VA
Professionalism, excellent customer service, accuracy, and a team mentality are key for this position due to the content managed, fast-paced nature, and high visibility with the Client. As a Support Specialist, you will work individually and on the team as a representative of our Client. You will report to the Knowledge Center Manager and work from Naval Station Norfolk.
- Must be able to successfully undergo a government investigation in order to obtain and maintain a security clearance.
Responsibilities
- Monitor incoming communications and provide guidance and support to applicants and civilian mariners (CIVMARs) in urgent situations in various time zones.
- Assist customers with emergent needs outside of normal business hours.
- Communicate with designated 24/7 duty personnel when necessary.
- Provide exceptional customer service to all customers.
- Review, distribute, and process incoming email messages from current CIVMARs, applicants, and prospective employees.
- Enter, update and upload data into multiple databases as related to prospects, applicants, and current CIVMARs.
- Conduct follow-up communications with various departments within our client's organization to ensure source of support inquiries from prospective and current employees are resolved in a timely manner.
- Acquire advanced knowledge of obtaining maritime credentials, application requirements, onboarding process, and various policies.
- Work flexible hours due to varying schedules from Naval Station Norfolk.
- Complete related tasks as assigned.
Pre-Employment and CIVMAR Medical Processing
- Assess applicants for eligibility and availability for pre-employment medical appointment scheduling and pre-employment drug screening.
- Complete data entry in multiple web-based applications to order pre-employment drugs screening collections and medical appointments.
- Research, review for completeness, and document the results of pre-employment drug screening collections.
- Assist CIVMARs with medical appointment scheduling, review and processing of results or documentation needed for CIVMAR medical fitness.
- Receive and review data submitted by applicants to confirm their professional qualifications, ensuring applicants meet all pre-employment requirements and minimum job qualifications.
- Conduct conditional offer calls with applicants who have been selected for a position while explaining the pre-employment process in various time zones.
- Review, and process CIVMAR applicant pre-employment documentation from validity and completeness.
- Rate information request forms to assist prospects in meeting the minimum eligibility requirements and applying for a position in the future.
- Conduct independent research to maintain a bank of Frequently Asked Questions.
- Must be able to successfully undergo a government investigation in order to obtain and maintain a security clearance.
- Minimum High School Diploma or equivalent required
- Associates Degree or Bachelors Degree preferred
- Minimum two years' customer service experience required
- Proficiency in Microsoft Outlook and Word required
- Proficiency in Microsoft Excel preferred
- Proficiency in working on a computer with a Microsoft operating system required
- Professional and effective communication skills required, phone and email
- Data entry experience preferred
- Must be extremely detail-oriented and focused on accuracy.
- Must have the ability to multitask and effectively work within multiple databases.
- Must be able to quickly gain advanced knowledge of U.S. Coast Guard requirements, maritime credentials, and various processes.
- Adapts well to change
- Works well in a team setting and independently with little supervision.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- Must be able to navigate office facilities.
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term and Long-Term Disability Insurance
- FSA Plan
- 401(k) Plan
- Paid Time Off
- Volunteer Time Off
- Paid Holidays
To apply, please go to https://mediacross.aaimtrack.com.