Clarification from the agency

Must reside within 50-mile radius at time of hire Millington, TN.

In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position. Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience.

Duties include but are not limited to:

• Provides worldwide support in a call center environment to all callers related to the Military Ticket Program (MTP). Responds to inquiries and assists eligible patrons, ticket office staff, and purchasers via phone and email.
• Utilizes the MWR Tickets website and the Agent Portal to assist eligible patrons with authentication and navigation. Provides information regarding facilities, operational hours, and specific attraction guidelines.
• Maintains knowledge of "FAQs" and military promotions to assist customers and ticket office sales staff with processing ticket purchases and cancellations/refunds.
• Reviews required ticket sale information with the customer to ensure accuracy before assisting with the final sale.
• Completes daily or weekly reports to track the type of calls and specific issues for program/site improvement.
• Responds to routine and non-technical requests for information and questions to access, identify, and/or locate tickets and/or participating installation ticket offices.
• Troubleshoots minor issues such as inability to locate tickets on the site, incomplete purchases, missing ticket confirmations, account login errors, and basic payment processing inquiries. Evaluate issues as needed for further investigation.
• Reviews public facing website regularly to ensure all marketing advertisements are up-to-date and informs the lead or supervisor of any items that need to be removed or replaced.
• Demonstrates excellent customer service to all contacts, and provides friendly, professional, and personalized service at all times.
• Coordinates efforts with the MTP team to address customer inquiries and resolve issues.
• Maintains and executes call center performance standards.
• Works as part of a highly motivated customer service team, welcoming feedback while contributing to building team spirit. Assists other team members as needed.

Conditions of employment

• Must pass all applicable records and background check.
• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
• Hours of work may vary as required by the needs of the program. Incumbent may be required to work early, late, and on weekends and holidays.

Qualifications

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs.

A qualified candidate must possess the following:

• At least one year of progressively responsible specialized experience providing customer service assistance in ticket office operations.
• A bachelor's degree of 4 full years of higher-level education leading to such a degree.
• A combination of progressively responsible specialized experience and higher-level education.

A qualified candidate possesses the following:

• Knowledge of MTP rules, procedures, operations, and business practices.
• Knowledge of MWR programs and services sufficient to provide customers with recommendations and guidance on travel, recreation, or vacation needs.
• Knowledge of ticket office operations sufficient to accurately process a variety of ticket transactions.
• Knowledge of and skill in telephone and email etiquette for customer service operations.
• Knowledge of and skill in the use of Ticket Management System.
• Skill in and ability to navigate the MWRTickets public facing website.
• Skill in providing excellent customer service.
• Skill in the use of technology devices and software applications, including Microsoft Office applications.
• Skill in reading comprehension and basic math.
• Ability to understand customer requests or issues and determine what steps and procedures are necessary and the order of their performance.
• Ability to communicate effectively both orally and in writing.
• Ability to work independently and as part of a highly motivated team.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.