General Clerk III

General Clerk III

Req ID 221924BR
Industry Job Title General Clerk III
Standard Job Code/Title W01113:General Clerk III
Required skills Must have experience managing people, high quality leadership skills, and communication skills (written/oral). Candidate should have the ability to interact appropriately with various CSC customers as well as Navy leadership. Candidate will be required to receive a favorable determination on a national agency check and credit check. Due to required access to government IT systems, candidate must be US Citizen.
Desired skills Call Center or Help Desk management experience.
Specific Job Description Help Desk Agent Supervisor: Provide direct oversight and management for all customer service functions of the Navy Personnel Command's Customer Service Center by providing first tier, second tier and third tier guidance to callers and agents with questions/assistance regarding a wide range of Navy Personnel issues. Have understanding of all NPC PERS codes responsibilities to assist call center agents with calls. Customer service provided to Active, Reserve or Retired military members as well as their families. Will identify possible issues and provide recommendations to resolve any issues and process improvements.

Provide assistance with a thorough understanding of the corporate structure and the operations of the Navy Personnel Command and military personnel administration policies, regulations, and procedures and Privacy and Freedom of Information Acts to ensure the proper safeguarding and release of service record information.

Initiate paperwork required to gain access to all Navy applications and databases needed to perform job duties, i.e. NMCI accounts, NFAAS, Military Locator System, IMAPMIS, NEOPS database, E-Client/EMPRS, EAIS and OAIS. Use a variety of computer software applications daily, i.e. Oracle eBusiness Suite, Formflow, Adobe Acrobat, EXTRA Personnel Client including DISA, OPINS, BUPERS Access, and BUPERS Online. Must have extensive experience in Computer systems, MS Office applications and some knowledge of Oracle's eBusiness Suite allowing the supervisor to train and assist CSC agents using knowledge base and CRM applications to enter service requests.

Responsible for directing, monitoring and evaluating the daily activities of 11 subordinate employees. Interview and hire new employees and perform all HR-related issues in accordance with Lockheed Martin policies and procedures, employee performance objectives and writing evaluation reviews, developing agent's work schedules and track attendance and tardiness issues. Knowledge of policies and practices involved in personnel/human resource recruitment, selection, training, and promotion regulations and procedures for wage determination government guidelines. Plan and adjust work schedules and assign duties to meet customer needs and appropriate to CSC's workload. Orient and train new personnel in job duties, safety and health rules, ethics, and performance requirements as well as utilizing various Navy Information Sytems and Databases. Motivate and direct personnel as they work. Monitor/assess phone calls for quality and training purposes.
Standard Job Description General Clerk III
Security Clearance Public Trust
Typical Minimums NA
LMCareers Business Unit ESS0998 GLOBAL TRNG LOGISTICS (S8200)
Business Area Electronic Systems
Program Ins WD (TS)
Department 6128024:FMS
Job Class Office and Clerical
Job Category Hourly/Non-Exempt
City/Building Location Bldg 768 (Goetsch Hall) 5640 Ticonderoga Loop Millington, TN 38055
State Tennessee
Virtual No
Relocation Available No
Work Schedule STANDARD-Mon-Fri/8 hours a day
Req Type Task Order/IDIQ
Direct/Indirect Direct
Shift First