Contact Representative (Call Center)

Job TitleHelpDuties will be developmental in nature when the position is filled below the full performance level. The DFAS Customer Care Center responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner. The Contact Representative's primary function is to respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes. Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries. Uses various automated systems and databases to: search records and customer accounts, procedures and guidelines to identify and explain status on various actions; and inaccuracies and discrepancies in customer account information.