Customer Service Representative II - Hilo
Job Description
ProSidian Seeks a Customer Service Representative II in CONUS/OCONUS - Hilo, HI to support an engagement for an American agency within the United States Department of Agriculture that is committed to “helping people help the land” – their mission is to provide America’s farmers and ranchers with financial and technical assistance to voluntarily put conservation on the ground, not only helping the environment but agricultural operations, too.
The ProSidian Engagement Team Members work to will assist NRCS (Natural Resources Conservation Service) Pacific Islands Area Staff with the assimilation of program documentation, development of correspondence, checking documents for accuracy, processing payments, maintaining spreadsheets, etc. Other tasks include monitoring and tracking commencement and expiration of agreements and prepares agreement modifications and reviewing contract obligating documents and assist in internal auditing of agreements.
Customer Service Representative II Candidates shall work to support requirements for Program Support and In addition to customer service duties (manning the reception area of the office, greeting clients as they enter, assessing customer needs, introducing customers to staff, filing, participating in staff meetings and taking phone calls) this position will provide administrative support to the three District Conservationists in Hawaii county and Honolulu county with office management responsibilities to include filing, data base entry, data retrieval, printing reports, and spreadsheets. This position will will work directly for the Oahu District Conservationist, however will support the Oahu field office staff as directed.
• Provide support with collecting and assembling cost data and processing payment application requests and programs; reviewing a wide variety of invoices, vouchers, and other miscellaneous paperwork associated with NRCS Programs.
• Assists with compiling all necessary supporting documents to substantiate payment requests, ensures that payment requests comply with provisions of long term contracting and are within obligated spending limits prior to submission of payment.
• Assist with tracking producer requests for wetland compliance and highly erodible land assistance. Maintains wetland determination and highly erodible land case files including producer submitted records, conservation plans and associated maps. Tracks requests for appeals related to issued determinations.
• Responsible for establishing and maintaining contracting files and producer records. This includes receiving and assembling program applications and collecting producer eligibility information. Responsible for compiling contract documentation including, but not limited to, conservation plans, maps, photographs, resource data and technical material.
• Assists with driving Government vehicles to local shops for routine maintenance; tracks vehicle maintenance and mileage logs.
• Assists with assembling technical notes and project documentation required to process modifications.
• Provides a variety of technical information to program applicants and participants, such as specific program and land eligibility requirements.
• Provides guidance to program applicants and participants on the completion of required conservation planning steps and provide basic explanations regarding practice statements of work and deliverable requirements for conservation program participation. Contractor support will defer to NRCS officials for site specific comments or questions.
• Assisting agency staff with various accounting functions such as processing actions related to unfilled customer orders. This will include reviewing, monitoring, and tracking billing and collections of the agency’s receivables.
• Contact cooperators to follow-up on the status of conservation plan progress and transfer landowners to the appropriate staff when there are concerns with acceptance of the agreed upon conservation measures.
• Answers telephone greets visitors and signs for incoming deliveries.
• Some interaction with the general public in an office setting. Will work directly with conservation partners, program technicians in the Farm Service Agency, and NRCS Field Office personnel. Provides a variety of information to program applicants and participants, such as specific program and eligibility requirements, guidance on completion of required program applications, Adjusted Gross Income (AGI), and System for Award Management (SAM).
• Reviewing applications for Farm Bill programs to ensure required information and forms are present and gathers items that are missing to create a complete application package. Determines that correct signatures are in place on applications.
• Data entry in regard to processing contract documents and actions for approved contracts. Monitors and tracks commencement and expiration of contracts, contracts behind schedule, and contracts that have not completed a practice in the first year and prepares modification, termination, waiver, and annual practice reminder letters for signature. Processes annual contract reviews and various audits. Prepares documents for contract appeals and provides documents with open obligation audits. Monitors payment error rates and works to eliminate them.
Qualifications
The Customer Service Representative II shall have consecutive employment in a position with comparable responsibilities within the past five (5) years, Must be able to use a computer to communicate via email; and proficient in Microsoft Office Products (Word/Excel/Power point) and related tools and technology required for the position. Work products shall be thorough, accurate, appropriately documented, and comply with established criteria. The candidate shall ensure that duties are performed in a competent and professional manner that meets milestones/delivery schedules as outlined.
• A bachelor’s degree is required • Possess valid state-issued driver’s license; *Violations must be noted before use of Govt Furnished Vehicle;
• Proficient in word processing;
• Knowledgeable and experienced in utilizing a variety of computer hardware and software applications, such as Microsoft Windows, Word, Excel, and Access;
• Ability to use e-mail and internet browsers i.e., Microsoft Outlook and Microsoft Internet Explorer;
• Knowledgeable and experienced in operating small office machines, such as calculators, fax machines, scanning devices, postage meters, and copy machines;
• Knowledgeable and experienced in general office procedures, such as preparing reports, spreadsheets, and filing. Familiarity with certified mail and return-receipt mail procedures;
• Capable of working independently;
• Possess basic and courteous telephone skills
• Ability to learn and assist with entering and maintaining information in the Natural Resources Conservation Service (NRCS) software such as Protracts, Toolkit, Performance Results System.
TRAVEL: Travel as coordinated with the technical point of contact and approved in writing by the Contracting Officer in advance, is allowed, in accordance with Federal Travel Regulations. LOCATION: Work shall be conducted at the CONUS/OCONUS - Hilo, HI
U.S. Citizenship Required
Excellent oral and written communication skills
Proficient with Microsoft Office Products (Microsoft Word, Excel, PowerPoint, Publisher, & Adobe)
All ProSidian staff must be determined eligible for a “Facility Access Authorization” (also referred to as an “Employment Authorization”) by the USG’s designated Security Office.
Additional Information
CORE COMPETENCIES