MISSION:

The mission of BAC is to provide persons with disabilities innovative services and opportunities to achieve personal success.

JOB SUMMARY:

Answer incoming calls from customers, troubleshoot, and resolve beneficiary support, web service, and communications issues.

EXAMPLES OF ESSENTIAL FUNCTIONS:

The list of essential functions below is intended to be representative of the tasks performed within this job. Other duties may be assigned based on business needs.

• Responds to customer inquiries utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes, the appropriateness or confidentiality of information to be processed, and the actions to be taken in line with the policies and procedures.
• Requires the performance of decision-making activities because of sometimes unpredictable and random customer inquiries requiring choices between a variety of procedures.
• Must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. Must be able to determine the customer’s desired product or service and provide thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer’s inquiry.
• Determines requirements by working with customers. Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Research and process Military Service Member inquiries and complaints received made via telephone or Fax Server.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Operates a PC and multiple mainframe databases to research information for interpretation and explanation to the Military Service Member or family.
• Must be able to research, identify and explain problems and resolutions in a minimum amount of time. Other tasks are performed as required.

SUPERVISORY RESPONSIBILITIES:

• None

MINIMUM QUALIFICATIONS:

• High School Diploma
• One year of customer service
• A combination of education, certification training, and/or experience may suffice for the above requirements
• Must satisfy Florida Department of Children and Families (DCF) Level 2 background screening requirements.
• Able to obtain a RAPIDS Certification (Certification occurs as part of the onboard training).
• Ability to obtain and maintain a DoD Secret Clearance (BAC will cover costs, but a job offer is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.

PREFERRED QUALIFICATIONS:

• Basic IT field experience or knowledge a plus
• Advanced knowledge of Microsoft Office Suite and/or Google Suite
• Prior military experience
• Current DOD Secret clearance

In addition to meeting the minimum qualifications listed above, an individual must be able to perform each of the established essential functions in order to perform this job successfully.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of principles and procedures for employee support services
• Knowledge of the Health Insurance Portability and Accountability Act (HIPAA)
• Ability to operate a computer using Microsoft Office Suite and applicable department/organization-specific software.
• Must be skilled in the following: Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking.
• Ability to handle confidential employment information with tact and discretion
• Ability to correctly interpret and efficiently implement all applicable policies and procedures
• Ability to manage multiple priorities to ensure that deadlines are met
• Ability to establish and maintain effective and collaborative working relationships with those contacted in the course of work
• Ability to regularly attend work and arrive punctually for designated work schedule
• Ability to communicate effectively orally and in writing

TRAVEL

None.

WORK AUTHORIZATION/SECURITY CLEARANCE (IF APPLICABLE)

Must be authorized to access and work on government installations.

PHYSICAL REQUIREMENTS:

Depending on the functional area of the assignment, tasks involve the ability to exert light physical effort usually involving some lifting, carrying, pushing, and/or pulling of objects and materials lightweight (up to 20 pounds). It May involve some climbing, balancing, stooping, kneeling, crouching, crawling, walking, or standing. Above requirements can be performed with or without reasonable accommodations.

ENVIRONMENTAL REQUIREMENTS:

Tasks are regularly performed inside without exposure to adverse environmental conditions (example: dirt, heat, cold, rain, fumes).

SENSORY REQUIREMENTS:

Some tasks require manual dexterity, in addition to visual and hearing acuity.

AVAILIBILITY: Full Time

6-8 week training period: M-F 9am - 5:30pm

Typical shift time (post-training): M-F 11am - 8pm

SALARY: Starting at $17.50/hr

Benefits:

• Medical insurance offered for employees

• Paid holidays per contract

• Paid vacation (Available to use after one year of employment, based on hours worked)

• Paid sick days

• Optional 401K (After one year of employment)

• Other optional benefits available including Life Insurance, Short Term Disability, Cancer Care and Dental Insurance.

  
  

Accepting applications until positions filled…

Applications may be completed through our website: https://bacemploy.com/

*A completed application is required*:

BAC

Providing innovative services for individuals with disabilities to achieve personal success!

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. We are a Drug-Free Workplace.

See https://www.abilityone.gov/ “About Us” page for history of this program