Customer Service Representative II

Customer Service Representative II 

Primary Responsibilities:

Customer Engagement & Support

• Serve as the initial point of contact for all ETC customer interactions (walk-in, phone, email, mail).
• Ensure inquiries are acknowledged and addressed within required timeframes (e.g., walk-ins supported within 10 minutes, phone/email within 8 hours).
• Schedule training and counseling appointments, and provide guidance on voluntary education programs.
• Support mail distribution to/from the Official Mail Center when required.

Administrative and Contractual Deliverables

• Execute all administrative functions in support of the Education and Training Center, including document tracking, suspense management, and correspondence preparation in compliance with AFMAN 33-326 and AFH 33-337.
• Review and assist in the annual update of Hanscom AFB education and training publications under government oversight.
• Compile quarterly reports on customer satisfaction surveys and workload performance in accordance with QASP metrics.

Records and File Management

• Serve as the Education and Training Center's Records Custodian.
• Maintain physical and electronic filing systems, including records on SharePoint and local drives.
• Develop and maintain file plans using the Air Force Records Information Management System (AFRIMS).
• Support Privacy Act data handling and compliance.

Customer Resource Center Oversight

• Maintain a well-organized and up-to-date customer self-help resource center.
• Ensure availability of local college catalogs, government education program details, and financial assistance information.

Classroom Coordination & Maintenance

• Schedule ETC classrooms via the SharePoint-based Enterprise Information Management system.
• Post weekly room schedules, manage conflicts, and maintain priority schedules (e.g., DAU, ALS).
• Inspect classrooms before and after use to ensure cleanliness, functionality, and readiness.
• Set up instructional materials for facilitators and instructors as needed.

Qualifications and Requirements:

• High school diploma required; associate’s degree or equivalent experience preferred.
• At least 2 years of customer service or administrative experience in a government or military setting.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, SharePoint).
• Familiarity with DoD or USAF protocols, AFI/AFMAN documentation, and records management practices highly desirable.
• Must be a U.S. Citizen and eligible for base access.
• Must complete Anti-Terrorism Level I Training and annual Privacy Act training.
• Work hours: Monday to Friday, 7:30 a.m. – 4:00 p.m.; flexibility required for extended hours based on mission needs.