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USAJOBS · 1 month ago

Customer Service Representative - Correctional (Customer Service Representative - UNICOR)

Bryan, Texas, USA

Full-time

Onsite

Entry, Mid Level

$63K/yr - $81K/yr

1+ years exp

USAJOBS is seeking a Customer Service Representative for the Department of Justice. This role involves overseeing the call center operations and supervising inmate work details while ensuring public safety and efficient service delivery.

ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency

No H1B

U.S. Citizen Only

Responsibilities

Serves as a Customer Service Representative overseeing the call center telephone service operations handled by inmate work details

Responsible for the day-to-day operation of the call center and supervision of the inmate work details

Provides expert advice to inmate workers, handling unique situations involving call center support inbound calls from customers, monitoring inmate telephone skills, ensuring proper work flow, paper flow and accountability of the inmate workers

Responsible for the planning, development, implementation, and evaluation of the call center operation

Prepares and analyzes various reports and backlogs or other operational workload problems

Along with all other correctional institution employees, incumbent is charged with responsibility for maintaining security of the institution. The staff correctional responsibilities precede all others required by this position and is performed on a regular and recurring basis

Qualification

Customer service experienceTechnical knowledge of computer applicationsResolutionAnalyze informationProblem assessmentPersuadeOrganize workMotivate

Required

U.S. Citizenship is Required

Education: As a general rule, education is not creditable above GS-05 for most positions covered by this standard; however, graduate education may be credited in those few instances where the graduate education is directly related to the work of the position

Experience: You must have at least one year of specialized experience equivalent in difficulty and complexity to the next lower grade level

Experience with assessing problems, complaints and resolving them without supervision

Technical knowledge of several computer application program

Experience providing expert advice to group members regarding technical content of responses to customer inquiries and complaints

Your eligibility for consideration will be based on your responses to the questions in the application

Appointment is subject to satisfactory completion of a urinalysis, physical, and background investigation

All applicants are subject to National Crime Information Center (NCIC) and credit checks

All applicants not currently working in an institution will be required to complete a qualification inquiry regarding convictions of misdemeanor crimes of domestic violence in order to be authorized to carry a firearm

The Core Value Assessment (CVA) is an in-person assessment that must be facilitated at a Bureau of Prisons Human Resource Servicing office

Successful completion of the 'Introduction to Correctional Techniques,' three-week training course at Glynco, Georgia is required

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution

Ability to persuade and motivate customer

Ability to collect, analyze, and interpret information

Knowledge of personal computers

Ability to organize work while adapting to changing situations