Customer Service Representative I - DAYS - PIPELINE

Company Overview:

Work Where it Matters

LDRM, a joint venture comprised of Lockwood Hills Federal, an Akima company, and DTSV, is not just another technical support contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At LDRM, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, LDRM provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, LDRM provides technical, operational, and administrative support services to federal agencies, including Department of State and the U.S. Patent and Trademark Office.

As an LDRM employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.

Description:

As our Customer Service Representative, you will serve customers with distinction by determining their needs; answering their inquiries; resolving their problems; fulfilling their requests; and by maintaining our database.

Here’s why we want you to consider LDRM:

• Tuition reimbursement program.
• Union-negotiated base pay of $20.52 per hour, $6.27 per hour additional to help pay for benefits, and a shift differential for our mid- and evening shifts.
• 401(k), health, dental and vision plans, and other insurances you can use.
• An Employee Assistance Plan that’s ready when you need it.
• Paid training and paid time off.

This is an external pipeline posting. The successful candidates will get an active offer, be taken through the federal security clearance process, and will then wait for a vacant position to start work.

Responsibilities:

• Determine customer requirements by asking probing questions.
• Answer inquiries by clarifying what the customer needs and then research, locate, and provide the information to them.
• Resolve problems by clarifying issues; research and explore answers and alternative solutions; implement those solutions; and escalate unresolved problems.
• Fulfill requests by clarifying desired information; complete transactions; and forward requests as necessary.
• Maintain our call center database or other databases by entering or updating information.
• Keep equipment operational by following established procedures, and by reporting malfunctions.

Qualifications:

• Strong verbal and written command of the English language. Fluency in Spanish is a plus.
• Strong administrative and organizational skills.
• Basic computer skills.
• Excellent interpersonal and communication skills.
• You must demonstrate a professional work ethic.
• Ability to work both self-sufficiently and collaborate as part of a team.
• Analytical skills and attention to detail to successfully analyze and evaluate trends and disseminate information to a wide audience.
• Must successfully complete a criminal and credit background check and obtain a government clearance.
• Must successfully complete a computer-based assessment on typing skills with an accuracy score of 85% or better.
• Must successfully complete a computer-based assessment on basic computer skills with an overall score of 66% or better.

You must be a U.S. citizen. Additionally, you must successfully complete a credit and criminal background check and be able to obtain a Secret-level federal security clearance.

Physical Demands:

Specific vision abilities may be required to perform the job which may include close vision, distance vision, color vision, peripheral vision, depth perception, or the ability to adjust focus.

At LDRM, honesty and integrity govern our activities. We fulfill our commitments, and we treat everyone with dignity and respect. As an Alaskan Native company, our mission is to improve the quality of life for our shareholders and our people by maximizing economic growth, protecting and enhancing our environment, and by promoting healthy communities with decisions, actions, and behaviors consistent with our core principles.

Benefits Description: CBA - The benefits and leave offered will be as defined under the applicable Collective Bargaining Agreement.

Job ID: 2025-15929

Work Type: On-Site