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Randolph - 550 C ST West Suite 22 - Randolph AFB, TX 78150

Salary Range $18.74 Hourly Position Type Full Time Job Shift Monday - Friday 7:30 AM to 4:30 PM Education Level High School Travel Percentage None Category Customer Service

Join our Team!

Work for GOOD at Goodwill

• Do you want to make a difference in your community while earning a paycheck?
• Would you like to help your community and environment every day that you come to work?
• Looking for a job that provides meaning as well as personal and professional development?

Goodwill San Antonio is one of the largest and most dynamic social enterprises in San Antonio.

We are an entrepreneurial non-profit that provides employees the opportunity to innovate, grow and discover new skills, while generating revenue that funds both employee and community programs.

We are a diverse and inclusive organization founded and focused on Fighting Poverty and Creating Opportunity. We specialize in facilitating personal and professional growth for our employees, particularly those who may have experienced barriers to successful employment in the past.

We strive to maximize the value of each employee's work and each donor's donation to benefit our community and environment. Without Goodwill in our community, millions of pounds of perfectly usable items would be harming the environment in landfills. Instead, Goodwill employees are fueling a robust economy by recirculating used goods.

Our Good Careers Academy and Good Careers Centers Help Change Lives through the Power of Work as well by delivering education and meaningful job placement.

Explore careers with Goodwill in retail, production, warehouse, logistics, contact center customer service, career services, technology, document imaging, grounds maintenance, janitorial and facilities maintenance. Goodwill regularly partners with local, state and federal government agencies to provide additional diverse career opportunities.

We prefer to promote from within. Your growth and advancement is our priority.

Achieve your potential at Goodwill and beyond through our personal and professional skills development programs, supportive health and well-being benefits, competitive base and bonus pay, savings plans, personal financial education, store purchase discounts, paid time off, leadership development, tuition reimbursement and more.

Change Lives. Make a Difference.

Discover Purpose.

AIR FORCE SERVICE CENTER PERSONNEL REPRESENTATIVE

Check out the amazing work our team is doing at the Total Force Service Center at Randolph Air Force Base:

POSITION SUMMARY

The Air Force Service Center Personnel Technician will respond to and provide timely, professional, accurate, and adequate responses to telephone calls, e-mails, and webchats. Document each case as prescribed on a full spectrum of military and civilian personnel inquiries. Process all DD Form 214s for military service members separating and retiring from the Air Force to include tracking, researching, collecting documentation, typing, certifying and mailing DD Form 214s.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Manages large volumes of inbound phone calls, e-mails, and webchats in fast-paced, stressful customer contact center environment.
2. Identifies customers' needs and verifies their identity through a systematic approach.
3. Researches and understands government required policies, directives, and personnel data systems to assist Air Force Military and Civilian workforce with inquires across a broad spectrum of Human Resource (HR) questions in a short period of time.
4. Keeps accurate records of conversations in Right Now Technologies (RNT) database and outline how each call, e-mail, and chat was resolved. Appropriately escalate unresolved cases to the business process owner as directed.
5. Quickly adapts to changing Air Force HR policies and procedures.
6. Answers and resolves all calls and webchats within 120 seconds minimizing abandon rate; making every effort to resolve all calls, e-mails and chat cases received.
7. Processes all DD Form 214s for retiring and separating Military personnel per directives.
8. Meets other duties and expectations as assigned.

REQUIREMENTS:

1. Must be a U.S. citizen and eligible to obtain a US government security clearance. An FBI Background Check will be conducted by the AFB.
2. Minimum 6 months' to a year experience in a Customer Service environment
3. Minimum 6 months' familiarity with Air Force terminology and Instructions, Department of Defense (DoD), Air Force forms and Military Personnel Data System
4. Minimum 6 months' experience performing research, developing written responses to inquiries and working with Air Force personnel policies, procedures and manuals
5. Air Force Personnel Technical School or equivalent combination of education, experience and/or military and/or Air Force Civilian training strongly preferred.
6. Must be able to work effectively in a fast-paced, stressful environment with exceptional telephone skills; able to respond in a professional manner verbally and in written communication; ability to meet attendance expectations
7. High school diploma or GED required; Associates Degree preferred
8. Must be able to meet the physical requirements of the position.
9. For positions that require driving, must maintain a valid driver's license and automobile insurance coverage, and be able to travel as needed if you drive your vehicle during company business.