Help Desk Interviewer 1
Help Desk Interviewer 1
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1 Vacancy
Job Description
Job Summary:
The Help Desk Interviewer 1 provides direct support to web respondents participating in the Bureau of Labor Statistics (BLS) Current Employment Statistics (CES) program. This role primarily involves conducting a high volume of outbound calls to assist respondents with data reporting address non-response prompting (NRP) cases and resolve data quality issues. The Help Desk Interviewer also manages inbound/outbound emails and occasional inbound calls ensuring timely and accurate entry of information into government-provided systems. Additional responsibilities include reconciling data errors updating contact information maintaining accurate records and meeting established performance and quality standards to support the overall success of the CES program.
This position is currently performed remotely with 100% telework flexibility; however candidates must reside within commuting distance of the BLS headquarters in Suitland (Hillcrest Heights) MD as the government reserves the right to rescind telework and permanently recall Help Desk staff to the office with five business days notice.
Duties & Responsibilities:
Your typical duties shall include but are not limited to:
Place outbound NRP calls to respondents who have not submitted data reminding them to report via the web or collecting data by phone when necessary.
Respond to inbound calls and emails from CES web respondents providing guidance on reporting requirements.
Enter accurate respondent data received by phone email fax or mail into government-provided systems.
Conduct daily edit reconciliation by contacting respondents to resolve data discrepancies related to employment payroll and hours.
Research and resolve data issues involving response code errors multi-pay and On-Track ticket requests.
Follow up with respondents to verify information such as addresses employment and identification numbers.
Adhere to timeliness and accuracy standards including call response times email reply deadlines and case closure benchmarks.
Maintain professional and courteous communication with respondents by phone email and voicemail.
Assist with special projects related to respondent enrollment refusal conversion or delinquency resolution as directed by management.
Complete all required training and maintain program certifications including annual re-certifications as required.
Achieve daily weekly and monthly performance targets.
Work Experience Requirements:
You must have:
High school diploma or equivalent.
At least 2-years of relevant experience in a customer service call center or Help Desk role.
Demonstrated ability to handle inbound/outbound calls and email correspondence in a professional manner.
Experience with accurate data entry in a computer-based system.
Strong verbal and written communication skills with the ability to explain procedures clearly.
Attention to detail and ability to meet established quality and timeliness standards.
Previous telework or remote work experience with proven high-performance.
Proficiency with basic computer functions including typing at least 40 wpm.
Proficiency in Microsoft Office Suite (Word Excel Outlook).
Ability to pass a Level-2 government background investigation and drug screening including medical marijuana.
Consistent work history and excellent attendance record.
Preferred Experience:
Prior experience working on government contracts survey research or data collection projects.
Familiarity with case management ticketing or workflow systems.
Experience conducting quality checks resolving data discrepancies or working with large datasets.
Working Conditions/Physical Requirements:
While performing the duties of this job the employee is regularly and independently required to use hands and fingers to handle feel or operate objects tools or controls; reach with hands and arms; talk; twist; bend; remain stationery for extended periods of time; see read comprehend and manipulate computer screens; communicate via computer and telephone; and travel to various locations throughout the office.
Company Description:
Titan Technologies LLC and our wholly owned subsidiaries TelaForce LLC and Titan Facilities Inc. design build integrate and manage innovative solutions and software applications. Our remarkable people working collaboratively under a shared vision have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing Consider Titan Technologies for the next step in your career journey and be part of an impactful team!
Titan is proud to be a Service Disabled Veteran Owned Business.
Employment Type
Full-Time
