Contact/Call Center Representative, Records and Library

Agile Decision Sciences (ADS,) a subsidiary of ASRC Federal, is seeking a Call Center/Contact Center professional with one year of supervisory or “lead” experience and an associate or bachelor’s degree.  If you have been a team lead over volunteers or team members in the retail or food industry, or if you have worked as a Library Aide/Technician we encourage you to apply to this position.  ASRC Federal proudly supports the Environmental Protection Agency (EPA) on a nationwide contract providing library and records management services    We offer a culture that provides professional development and team collaboration.  Requirements: Associate or bachelor's degree and one (1) year of experience that has been as a team lead, or supervisor in a  library/records environment, or an office, contact/call center, retail, or food industry.    Experience with MS Office including SharePoint.  Excellent customer service skills with proven communication skills for dealing with the general public over the phone and in email correspondence.  Ability to answer incoming calls from the Public related to a variety of topics related to the EPA. Call or Contact Center experience or switchboard experience is a strong plus.  Experience with Avaya phone system is a plus.   Ability to pass a government background investigation which requires Permanent Residency or US Citizenship.   Responsibilities: Responds to customer inquiries and ensures prompt customer service to the public trying to access different areas of the EPA.  Utilizes Excel to capture notes on resolving phone calls. Return voice mail messages left overnight in a prompt fashion.