Customer Service Assistant - Miami



  Full Time   Employee   Contractor

United States

Customer Service Assistant - Miami

Position Description
Under the direction of the Contract Supervisor and the Passport Agency Customer Service Manager (CSM), provide general administrative support for customer service office activities and act on requests from CSM, acceptance facility agents, NPIC, HQ and others. Due to the nature of the government contract requirements and/or clearance requirements, US Citizenship is required.

Principle Duties and Responsibilities:
Maintain acceptance facilities database and binders.
? Photocopy Acceptance Agent and Congressional newsletters and coordinate folding/stuffing/sealing/mailout.
? Distribute newsletters and any other correspondence to staff.
? Photocopy materials as needed and coordinate preparation of training packets for acceptance agent seminars.
? Prepare and mail Certificates of Attendance for those acceptance agents who attend DOS training classes.
? Perform Mail Open/Data Entry functions as needed for "attention: CSM" applications.
? Contact those acceptance facilities that bypass the lockbox provider without authorization.
? Locate applications requested by other agencies.
? Photocopy application and attachments, fax as requested, set up application to be abandoned and forward hard copies to requesting agency.
? Collect and record survey responses.
? Ability to learn and recall information about passport application procedures and the laws and regulations pertaining to passport requirements.
? Identify and take initiative to report trends or patterns in the volume or nature of inquiries handled.
? When not directly assisting CSM, serve as a member of NPIC search team.
? Relieve agency receptionist at lunch/breaks to answer administrative telephones.
? Maintains composure and objectivity in highly stressful situations and in dealing with multiple inquiries.
? Able to effectively communicate with a wide variety of people and agendas.
? Accurately read information from a CRT screen.
? Excellent telephone listening and verbal communication skills.
? Maintains flexibility to learn.
? Assist with special projects as they arise.

Required Knowledge, Skills, Abilities and Competencies:
Basic Microsoft Office (Word, Excel, Outlook).
? Proven ability to communicate effectively over the telephone.
? Minimum of two (2) years of computer experience with obtaining information from a CRT.
? Experience with E-Mail and FAX communications.
? Demonstrated excellent written and verbal communication skills.
? Ability to comprehend Passport laws and regulations.
? Ability to prioritize workload and possess excellent organizational skills.
? Ability to analyze data and make sound recommendation
Fully bilingual (English and Spanish required) professionals with strong writing (grammar and spelling skills)

Desired Knowledge, Skills, Abilities and Competencies:
? At least one year experience as a Passport Support Associate, Level 1 or 2
? Minimum of three (3) years of general office experience involving document examination.
? Demonstrated capability to analyze facts, evaluates information, and draw conclusions. Your future duties and responsibilities
Required qualifications to be successful in this role
At CGI, we?re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI 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 CGI?s legal duty to furnish information.

To apply for this job, contact:
Human Resources

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