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Call Center Specialist
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Knowledge Management, Inc. (KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) that specializes in Logistics, Warehouse Services, Distance Learning/Training, Enterprise Solutions, Financial Management Support, Program Management, Intelligence Analysis & Threat Assessment, and Data Analytics/Operations Research. Since 1998, our solutions and services have helped our clients improve performance, drive cost and operational effectives, and map technology needs for tomorrow's requirements.
Job Title: Call Center Specialist
Location: Onsite @ 1999 Dyess Ave. Charleston, SC 29405.
Positions: 4
Clearance: Active DOD Secret clearance
Salary: Please provide your salary requirement
Tier 1 Services:
The Call Center Specialist - services are the front line for customer intake and response. The contractor shall provide the necessary labor, training, and support to deliver the full range of services at Tier 1. The contractor will work closely with the Contracting Officer's Representative (COR) and agency personnel to understand what is needed at this level and to determine how to deliver such services most effectively and efficiently. The contractor will be expected to identify areas where information is required to ensure that the implementation and improvement of Tier 1 services are managed in the most cost-efficient manner possible.
The contractor will be responsible for having general knowledge in the following service areas:
The contractor will be responsible for providing direct services for:
Personnel who possess the appropriate levels of education, expertise, and experience gained in human resources management offices and operations, to provide progressive technical services.
Personnel who are trained in using workflow software, Knowledge base software, and case management software to conduct their business for Tier 1 services.
Contractors will be trained in the utilization of GEMS (a Department of State PeopleSoft product) and GTMNext (a Service Now case management system).
Training on other IT tools will be provided as needed, but contractors will be expected to already have strong competency in MS Outlook, Word, and Excel.
Work closely with the COR and agency personnel to ensure that the mix of contractor personnel is sufficient to meet customers' needs.
Work with the COR and agency personnel to ensure that the contractor personnel meet all security and other requirements specific to working in the Department's work site(s).
Safeguard all agency information, whether or not covered under the Privacy Act, to ensure State employees and management are protected from any unauthorized disclosure of information.
Maintain strict and absolute confidentiality of any information received in connection with this contract.
Equal Employment Opportunity Statement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
E-Verify Statement. Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
Pay Transparency Non-Discrimination Provision. Knowledge Management, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Disability Statement. Knowledge Management aims to be a supportive workplace in all aspects of diversity, including accommodating those with additional needs. If you have a disability and need reasonable accommodation or assistance at any point in the application or onboarding process, please email us at .
Job Title: Call Center Specialist
Location: Onsite @ 1999 Dyess Ave. Charleston, SC 29405.
Positions: 4
Clearance: Active DOD Secret clearance
Salary: Please provide your salary requirement
Tier 1 Services:
The Call Center Specialist - services are the front line for customer intake and response. The contractor shall provide the necessary labor, training, and support to deliver the full range of services at Tier 1. The contractor will work closely with the Contracting Officer's Representative (COR) and agency personnel to understand what is needed at this level and to determine how to deliver such services most effectively and efficiently. The contractor will be expected to identify areas where information is required to ensure that the implementation and improvement of Tier 1 services are managed in the most cost-efficient manner possible.
The contractor will be responsible for having general knowledge in the following service areas:
- Protecting PII (Personal Identifiable Information)
- Benefits enrollment/changes
- Processing of initial personnel actions
- Reviewing and responding to Employee Profile inquiries and requests
- Leave administration inquires/ Time and Attendance
- Retirement packages/eligibility determinations
- Survivor benefits
- EOD processing (non-benefits) and check out processing
- Security clearances, legal clearances, and badges/renewals
- Telework
- Work-schedule (alternative and others) requests
- Promotion requests
- OPF requests
- Tenure tracking
- Award nomination processing
- Payroll resolutions
- REA (Re-Employed Annuitants) related cases and other services to be determined in the future
The contractor will be responsible for providing direct services for:
- Responding to customers' initial inquiries/requests
- Escalating cases within and outside of GTM/TS
- Using case management technology to create/update/assign cases
- Creating ad hoc reports
- Communicating with EAS management
- Uploading documents into the employees' eOPF.
- Mailing documents to Records Information Management
- Distributing mail
- Answering the phone/calls and creating cases as required
Personnel who possess the appropriate levels of education, expertise, and experience gained in human resources management offices and operations, to provide progressive technical services.
Personnel who are trained in using workflow software, Knowledge base software, and case management software to conduct their business for Tier 1 services.
Contractors will be trained in the utilization of GEMS (a Department of State PeopleSoft product) and GTMNext (a Service Now case management system).
Training on other IT tools will be provided as needed, but contractors will be expected to already have strong competency in MS Outlook, Word, and Excel.
Work closely with the COR and agency personnel to ensure that the mix of contractor personnel is sufficient to meet customers' needs.
Work with the COR and agency personnel to ensure that the contractor personnel meet all security and other requirements specific to working in the Department's work site(s).
Safeguard all agency information, whether or not covered under the Privacy Act, to ensure State employees and management are protected from any unauthorized disclosure of information.
Maintain strict and absolute confidentiality of any information received in connection with this contract.
Equal Employment Opportunity Statement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
E-Verify Statement. Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
Pay Transparency Non-Discrimination Provision. Knowledge Management, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Disability Statement. Knowledge Management aims to be a supportive workplace in all aspects of diversity, including accommodating those with additional needs. If you have a disability and need reasonable accommodation or assistance at any point in the application or onboarding process, please email us at .
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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