The Role
Provide onsite front-desk reception and customer service at Hanscom AFB; schedule and register clients for M&FRC classes, maintain AFFIRST database with TAP data, perform clerical/data-entry tasks (85% accuracy within two business days), generate monthly usage reports, and maintain front-desk appearance.
Summary Generated by Built In
PLEASE NOTE:
- It is a 100% Onsite position at Hanscom AFB, MA.
- Services shall be performed 40 hours per week, during the times M&FRC is open which is currently Monday through Friday from 8.00-16.00.
SUMMARY:
- The contractor will receive telephone calls, greet visitors, ascertain the nature of the call or visit, direct clients to the appropriate program manager in the client, schedule clients for M&FRC classes and provide complete and clear information that addresses most routine or procedural issues. The contractor shall be responsible for performing various clerical and administrative duties, including entering all required information and data, and maintaining currency within the Air Force Family Integrated Result Statistical Tracking (AFFIRST) database system. The contractor shall input all Transition Assistance Program (TAP) data and resources in the AFFIRST web application to include but not limited to scheduling clients for classes and workshops and sending reminder emails one week prior to class start date or timeline suggested by program managers. This position requires one full time equivalent.
- The contractor shall have a strong working knowledge and capability to operate data entry device(s) to input lists, records, or other data points into an electronic format. The contractor shall have a strong working knowledge of Web Based applications (Microsoft Edge/Chrome), Microsoft (MS) Office Word, MS Office Excel, and other MS Office Suite Products. The contractor shall be familiar with standard concepts including prior customer service experience of a minimum of 12 months, practices, and procedures within a customer support and business environment. The contractor shall be able to rely on experience and judgment to plan and accomplish goals in a timely manner. The Contractor shall take task direction and training from Government personnel; however, they directly report to the Prime Contractor for matters concerning employer/employee. The United States (US) Government in no way shall act in the capacity of supervisor to contractor personnel.
DUTIES AND RESPONSIBILITIES:
- Contractor shall receive telephone calls, greet visitors, ascertain the nature of the call or visit, direct clients to the appropriate M&FRC staff member, looking for opportunities to raise awareness of M&FRC programs and services.
- Contractor shall schedule clients for M&FRC classes and provide complete and clear information that addresses most routine or procedural issues.
- The Contractor shall input all TAP data and resources in the AFFIRST to include but not limited to scheduling clients for Transition Assistance Program workshops to include sending reminder emails one week prior to class start date unless a different timeline is directed by program managers.
- The Contractor shall maintain the appearance of the Front Desk. The Contractor will align chairs, materials, publications, and resources daily and report inoperable equipment to M&FRC management. The contractor shall take out personal trash and will be asked to conduct minimal vacuuming along with dusting furniture to maintain Air Force standard appearances.
- The Contractor shall ensure all clients completely sign-in and generate a monthly client usage report in the format established by M&FRC management.
- This position may be eligible for situational telework, in the event national health directives and/or base regulations require it. If telework is directed, duty hours will remain the same, as would the duties listed above.
- Data entry tasks shall be performed at 85% accuracy within 2 business days.
Requirements
JOB QUALIFICATIONS:
- A minimum of one year’s experience working in customer service is required.
- The contractor must be proficient in applying and troubleshooting Microsoft Office Suite applications to include MS Windows, MS Word, MS excel, MS PowerPoint.
- Customer service and communication skills are required in the professional environment of the M&FRC.
- The contractor should have a basic understanding of military protocol, support group organizations, understanding of family systems in a military setting, and poses the ability to communicate and work effectively with a diverse population.
- The contractor is expected to dress in appropriate business casual attire while in performance of contract.
Benefits
Employee Benefits Include:
- Paid Sick leave - 1 hour for every 30 hours worked, Upto 56 hours per year
- Holiday - 11 Holidays per year.
Skills Required
- Minimum 1 year customer service experience
- Proficiency with Microsoft Office Suite (Windows, Word, Excel, PowerPoint)
- Working knowledge of web browsers and web-based applications (Microsoft Edge, Chrome)
- Experience operating data entry devices and performing accurate data entry (85% accuracy within 2 business days)
- Familiarity with AFFIRST database and inputting TAP data, scheduling, and sending reminder emails
- Strong customer service and communication skills in a professional environment
- Basic understanding of military protocol, support group organizations, and family systems in a military setting
- Ability to work 100% onsite at Hanscom AFB, MA and during M&FRC hours (Mon-Fri 8:00-16:00)
- Professional business casual attire while performing duties
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The Company
What We Do
Omm IT Solutions is a leading provider of IT consulting, analysis, and advisory services, specializing in delivering technical solutions for federal and state government agencies. Their offerings include application development, cybersecurity services, cloud advisory, network modernization, and data analytics.
