Qualifications.
Must have:
Minimum of high school diploma.
Minimum of at least one year of related experience in a customer service environment.
A working knowledge of Microsoft Windows and Microsoft Office Suite, including Word, PowerPoint, Excel, and Publisher.
Knowledge of correct grammar, spelling, punctuation, capitalization, and format to accurately prepare and edit written correspondence and reports.
Ability to communicate effectively, both orally and in writing, using tact and courtesy.
Must be able to read, write, speak, and understand English.
The ability to become proficient in the Air Force Family Integrated Results and Statistical Tracking (AFFIRST) database. The Government will provide access and training for any specialized government systems.
Position Overview:
The primary emphasis of the position is to greet and assist both walk-in and telephone customers, assist customers with questions regarding general M&FRC programs and services, and referring customers to M&FRC counselors as appropriate. In addition, the contractor shall provide data entry support to M&FRC staff. Contractor must become familiar with all available services; and be able to provide Air Force and commercial social service program referral information to clients as applicable in a manner which in no way offends any member of the M&FRC clientele. Recognize and acknowledge clientele with a cognizance of hierarchy and protocol with reference to military rank, civilian grades, and Wing and Tenant Unit organizations. Contractor must be able to work with a diverse clientele.
Period of Performance:
The period of performance shall be for one (1) Base Year of 12 months and four (4) 12-month option years.
PRIMARY DUTIES/Tasks:
Meet and greet customers upon entry to M&FRC and provide immediate assistance, directing customers to the appropriate M&FRC staff member or Customer Resource Center as needed.
Answer M&FRC main phone line within 3 rings, assist callers with M&FRC services and class information and registration, and direct calls to appropriate staff member.
Ensure all customers sign in to document usage of computers in Customer Resource Center.
Perform data entry duties using AFFIRST or other designated Department of Defense database as required by M&FRC staff. Perform typing duties as required by M&FRC staff.
Utilize AFFIRST to maintain workshop schedules and register participants for all M&FRC classes, events and briefings.
Utilize Microsoft Excel worksheets to maintain and transfer data to AFFIRST, or other designated Department of Defense database, and create usage reports as required by M&FRC.
Provide Customer Resource Center orientations for walk-in customers and participants of M&FRC workshops.
Assist customers with technical questions concerning use of computers and computer programs. For issues that cannot be rectified by the contractor, call Creech Communication Help Desk for assistance or create a Communication Help Desk ticket.
Perform minor troubleshooting on computers, printers and scanners. Tasks include keeping printers loaded with paper, clearing paper jams, and changing toner cartridges.
Conduct weekly checks of client computer usage and report improper computer use.
Maintain reference library, which includes books, CDs, websites, and other resources. Check in and catalog new materials within one week of receipt into AFFIRST and make recommendations for ordering additional resources.
Accountable for materials and equipment. Responsible for checking in/out resource materials and equipment through AFFIRST and follow up on materials not returned within the established timeframe.
Ensure Customer Resource Center is neat and organized.
Update brochure racks and bulletin boards with M&FRC information. Create and update marketing materials as needed using Microsoft Word, PowerPoint and Publisher.
Prepare and duplicate worksheets and other documents and assist in assembling class materials.
Assist in preparation of classroom for M&FRC classes and configuration/orderliness following classes, if requested.
If requested, develop and publicize a monthly M&FRC events calendar using Microsoft Publisher. By the last duty day of the preceding month, deliver posters to established display locations on base and update tabletop holders at the dining facility. The contractor is responsible for their own transportation to and from all work sites, including any on-base locations for deliveries.
Check M&FRC mail box weekly and distribute mail.
Assist with kitchen details when necessary.
Must have:
Minimum of high school diploma.
Minimum of at least one year of related experience in a customer service environment.
A working knowledge of Microsoft Windows and Microsoft Office Suite, including Word, PowerPoint, Excel, and Publisher.
Knowledge of correct grammar, spelling, punctuation, capitalization, and format to accurately prepare and edit written correspondence and reports.
Ability to communicate effectively, both orally and in writing, using tact and courtesy.
Must be able to read, write, speak, and understand English.
The ability to become proficient in the Air Force Family Integrated Results and Statistical Tracking (AFFIRST) database. The Government will provide access and training for any specialized government systems.
Position Overview:
The primary emphasis of the position is to greet and assist both walk-in and telephone customers, assist customers with questions regarding general M&FRC programs and services, and referring customers to M&FRC counselors as appropriate. In addition, the contractor shall provide data entry support to M&FRC staff. Contractor must become familiar with all available services; and be able to provide Air Force and commercial social service program referral information to clients as applicable in a manner which in no way offends any member of the M&FRC clientele. Recognize and acknowledge clientele with a cognizance of hierarchy and protocol with reference to military rank, civilian grades, and Wing and Tenant Unit organizations. Contractor must be able to work with a diverse clientele.
Period of Performance:
The period of performance shall be for one (1) Base Year of 12 months and four (4) 12-month option years.
PRIMARY DUTIES/Tasks:
Meet and greet customers upon entry to M&FRC and provide immediate assistance, directing customers to the appropriate M&FRC staff member or Customer Resource Center as needed.
Answer M&FRC main phone line within 3 rings, assist callers with M&FRC services and class information and registration, and direct calls to appropriate staff member.
Ensure all customers sign in to document usage of computers in Customer Resource Center.
Perform data entry duties using AFFIRST or other designated Department of Defense database as required by M&FRC staff. Perform typing duties as required by M&FRC staff.
Utilize AFFIRST to maintain workshop schedules and register participants for all M&FRC classes, events and briefings.
Utilize Microsoft Excel worksheets to maintain and transfer data to AFFIRST, or other designated Department of Defense database, and create usage reports as required by M&FRC.
Provide Customer Resource Center orientations for walk-in customers and participants of M&FRC workshops.
Assist customers with technical questions concerning use of computers and computer programs. For issues that cannot be rectified by the contractor, call Creech Communication Help Desk for assistance or create a Communication Help Desk ticket.
Perform minor troubleshooting on computers, printers and scanners. Tasks include keeping printers loaded with paper, clearing paper jams, and changing toner cartridges.
Conduct weekly checks of client computer usage and report improper computer use.
Maintain reference library, which includes books, CDs, websites, and other resources. Check in and catalog new materials within one week of receipt into AFFIRST and make recommendations for ordering additional resources.
Accountable for materials and equipment. Responsible for checking in/out resource materials and equipment through AFFIRST and follow up on materials not returned within the established timeframe.
Ensure Customer Resource Center is neat and organized.
Update brochure racks and bulletin boards with M&FRC information. Create and update marketing materials as needed using Microsoft Word, PowerPoint and Publisher.
Prepare and duplicate worksheets and other documents and assist in assembling class materials.
Assist in preparation of classroom for M&FRC classes and configuration/orderliness following classes, if requested.
If requested, develop and publicize a monthly M&FRC events calendar using Microsoft Publisher. By the last duty day of the preceding month, deliver posters to established display locations on base and update tabletop holders at the dining facility. The contractor is responsible for their own transportation to and from all work sites, including any on-base locations for deliveries.
Check M&FRC mail box weekly and distribute mail.
Assist with kitchen details when necessary.