Job Information
Service Source Customer Service Representative I in Capitol Heights, Maryland
Essential Duties and Responsibilities
These duties and responsibilities will be rated on the Annual Performance Review.
Maintain up-to-date knowledge of CDC INFO regulations and policies as they apply. Maintain a current understanding of CDC INFO procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner. Adhere to the Privacy Act as it relates to the confidentiality of information released.
Continually look for and suggest process improvements, which will benefit CDC, and the public (inquirers). Report problems that occur and assist with the resolution.
Utilize databases and written materials to look up and provide information to telephone inquiries.
Respond to telephone inquiries within the set departmental staffing and time parameters. Maintain appropriate documentation of phone inquiries.
Assist with on the job training for new and temporary employees as requested
Additional Duties and Responsibilities
Overtime may be required
Perform other related duties as assigned
Safety & Health Responsibilities
ServiceSource is committed to providing and maintaining a safe, secure and healthy work environment for all employees, persons-served, volunteers and visitors. As part of this commitment, ServiceSource has developed safety, security and occupational health policies, practices, guides and standards. With this understanding, all employees are required to:
Adhere to all local, state and federal safety and environmental codes, ordinances, standards and laws.
Adhere to all ServiceSource safety plans, policies, practices and standards. Be aware of and follow all safety rules of your work site.
Report any unsafe conditions or accidents to your supervisor.
Practice standard precautions (formerly universal precautions) at-all-times. Participate in mandatory or available safety training.
Education, Experience, Certifications and Licensures
Minimum 6 months customer service/administrative /call center experience required.
Experience working with a PC and a Windows environment required.
All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes.
Requires a High School Diploma or GED.
Knowledge, Skills and Abilities
Ability to effectively work within established contractual turnaround times required
Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
Proven ability to work as a member of a team is required
Proven verbal and written communication skills a must
Typing skills required
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit, use hands to finger, handle, or feel, and reach with hands and arms. The employee will be required to climb or balance and stoop, kneel, crouch, or crawl. Must be able to work any area of the restaurant when needed and to operate a computerized Point of Sale system/cash register. Position requires bending, standing, and walking the entire workday. Must have the ability to lift 10 pounds frequently and up to 30 pounds occasionally.
Work Environment
The work is typically performed in an office environment; which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is; the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI); the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.
ServiceSource is a leading nonprofit disability resource organization with programs and operations in 12 states and the District of Columbia. ServiceSource has regional offices located in Delaware, Florida, North Carolina, and Virginia. Collectively, the organization serves more than 25,000 individuals with disabilities annually through a range of innovative and valued employment, training, habilitation, housing and other support services. Our proven collaborative approach helps foster a more inclusive and supportive community where individuals with disabilities can succeed and thrive. Strategic partnerships with local community businesses, government entities and nonprofits help bridge the gaps for individuals with disabilities, creating sustainable opportunities that benefit the entire community and result in greater independence for the individual.
To learn more, you may click on the following video link: https://www.youtube.com/watch?v=hLeXVPuKm1Y&t=48s
4 Easy Steps to Apply
Step 1:Apply online to an open position.
If you need reasonable accommodation to complete the application process please contact the Program Outreach Specialist in your region using the list below.
Step 2: Submit completed Introductory Data Sheet and Resume to a local ServiceSource contact
Step 3: Submit Comprehensive Release form to a local ServiceSource contact
Step 4: Submit Documentation of Disability letter to a local ServiceSource contact
Program Outreach Specialists by Location
Aurora/Colorado Springs, Colorado
(719) 510-2328
Co-Jobs@servicesource.org
Fort Worth, Texas
(571) 455-8541
Tx-jobs@servicesource.org
Newport News/Fort Eustis, Virginia
(757) 503-1222
FtEustis-jobs@servicesource.org
Northern Virginia, Washington, DC, Maryland
(703) 970-3697
VAMDDC-Jobs@servicesource.org
Northern Virginia/Quantico/Washington, DC – Food Services
(571) 455-0195
Jobs-VA-FoodService@servicesource.org
St. Louis, Missouri
(314) 202-9199
Stl-jobs@servicesource.org
Boyers, Pennsylvania
(571) 455-8541
Boyers-jobs@servicesource.org
North Carolina/Kentucky
(910) 826-4699 ext. 4699
Jobs-NCKY@servicesource.org
Florida
(727) 538-7370
Jobs-FL@servicesource.org
DE, PA, MD and TX
(302) 765-1259
Jobs-DEPAMDTX@servicesource.org
NOTICE TO APPLICANTS
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic Information & Testing, Family & Medical Leave, Sexual Orientation and Gender Identity or Expression, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.
We are a drug-free workplace. Pre-employment background checks, including E-Verify, are required for all employment positions.
Do you need a reasonable accommodation to apply to a career opportunity online? Please click here (https://www.servicesource.org/contact-us) to view a list of Regional Office locations. Please ask to speak with Human Resources.
PAY TRANSPARENCY POLICY STATEMENT:
The contractor 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.
ServiceSource is a leading nonprofit disability resource organization with programs and operations in more than 10 states and the District of Columbia. ServiceSource has regional offices located in Delaware, Florida, North Carolina, Utah, and Virginia. Collectively, the organization serves more than 31 ,000 individuals with disabilities annually through a range of innovative and valued employment, training, habilitation, housing and other support services. Our proven collaborative approach helps foster a more inclusive and supportive community where individuals with disabilities can succeed and thrive. Strategic partnerships with local community businesses, government entities and nonprofits help bridge the gaps for individuals with disabilities, creating sustainable opportunities that benefit the entire community and result in greater independence for the individual.
To learn more, you may click on the following video link:
https://www.youtube.com/watch?v=hLeXVPuKm1Y&t=48s
What we do