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Support Specialist

Nights and/or Weekends

Onsite | Norfolk, VA

Professionalism, excellent customer service, accuracy, and a team mentality are key for this position due to the content managed, fast-paced nature, and high visibility with the Client. As a Support Specialist, you will work individually and on the team as a representative of our Client. You will report to the Knowledge Center Manager and work from Naval Station Norfolk.

*Must be able to successfully undergo a government investigation in order to obtain and maintain a security clearance.

To apply, please go to https://mediacross.aaimtrack.com.

Responsibilities

• Monitor incoming communications and provide guidance and support to applicants and civilian mariners (CIVMARs) in urgent situations in various time zones.
• Assist customers with emergent needs outside of normal business hours.
• Communicate with designated 24/7 duty personnel when necessary.
• Provide exceptional customer service to all customers.
• Review, distribute, and process incoming email messages from current CIVMARs, applicants, and prospective employees.
• Enter, update and upload data into multiple databases as related to prospects, applicants, and current CIVMARs.
• Conduct follow-up communications with various departments within our client's organization to ensure source of support inquiries from prospective and current employees are resolved in a timely manner.
• Acquire advanced knowledge of obtaining maritime credentials, application requirements, onboarding process, and various policies.
• Work flexible hours due to varying schedules from Naval Station Norfolk.
• Complete related tasks as assigned.

In addition to the responsibilities above, your position will have one of the following focus areas:

Pre-Employment and CIVMAR Medical Processing

• Assess applicants for eligibility and availability for pre-employment medical appointment scheduling and pre-employment drug screening.
• Complete data entry in multiple web-based applications to order pre-employment drugs screening collections and medical appointments.
• Research, review for completeness, and document the results of pre-employment drug screening collections.
• Assist CIVMARs with medical appointment scheduling, review and processing of results or documentation needed for CIVMAR medical fitness.

Applications and Conditional Offer Processing

• Receive and review data submitted by applicants to confirm their professional qualifications, ensuring applicants meet all pre-employment requirements and minimum job qualifications.
• Conduct conditional offer calls with applicants who have been selected for a position while explaining the pre-employment process in various time zones.
• Review, and process CIVMAR applicant pre-employment documentation from validity and completeness.
• Rate information request forms to assist prospects in meeting the minimum eligibility requirements and applying for a position in the future.
• Conduct independent research to maintain a bank of Frequently Asked Questions.

Qualifications

• Must be able to successfully undergo a government investigation in order to obtain and maintain a security clearance.
• Minimum High School Diploma or equivalent required
  
• Associates Degree or Bachelors Degree preferred
• Minimum two years' customer service experience required
• Proficiency in Microsoft Outlook and Word required
• Proficiency in Microsoft Excel preferred
• Proficiency in working on a computer with a Microsoft operating system required
• Professional and effective communication skills required, phone and email
• Data entry experience preferred
• Must be extremely detail-oriented and focused on accuracy.
• Must have the ability to multitask and effectively work within multiple databases.
• Must be able to quickly gain advanced knowledge of U.S. Coast Guard requirements, maritime credentials, and various processes.
  
• Adapts well to change
• Works well in a team setting and independently with little supervision.
  

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to navigate office facilities.

Benefits

• Health Insurance
  
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• FSA Plan
• 401(k) Plan
• Paid Time Off
  
• Volunteer Time Off
• Paid Holidays

MediaCross is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

To apply, please go to https://mediacross.aaimtrack.com.