General Clerk I

Support customers of the Navy’s HHG Customer Contact Center via telephone and/or email and record these communications in the Remedy database. Use the Contact Center Phone system for logging in and out while servicing the customers and completing after call work. Communicates with members/employees, their dependents or agents to elicit their shipment needs and services desired via telephone, Email and occasionally in person. Reviews orders and determines the extent of entitlements and eligibility for the shipment, drayage or temporary/non-temporary storage of household goods and POVs at government expense and to propose alternatives to customers based upon entitlements. Explains shipment and storage options, excess costs, special procedures for shipments under various types of orders, approximate transit time, member/employee as well as Transportation Service Provider (TSP) responsibilities, claims procedures and other information relevant to the shipment/storage of personal property. Reviews and finalizes DD Form 1299, Application for Shipment and/or Storage of Personal Property, for member/employee signature and compiles all required documents for shipment. Prepares additional documents, as required, i.e., counseling checklist, customs forms, Voucher/Pay Adjustment Authorization, etc. Ensures that the work of TSP and /or contractors engaged in the physical handling (packing and crating) and movement of household goods comply with applicable service tenders, solicitations, contract specifications and other government regulations and report any deficiencies identified to the appropriate division or department. Conducts Phone inspections with customers to ensure compliance by the TSP and agent servicing the member. Responds to all member/employee and TSP requests for information/assistance via phone, Email and occasionally in person. Provides assistance to include answering questions, providing claims information, providing assistance to determine pre-approved accessorial services, initiating shipment change requests, navigating through DPS / counseling on entitlements of shipping and/ or storing HHGS via phone and email. Initiates phone calls and emails to other departments or commands when additional assistance is required and cannot be provided by the call center.

Requirements

• Must have obtained a High School diploma or GED.
• Possess a minimum of four (4) years logistical experience, with at least two (2) years in a Navy or Marine Corps environment.
• Must have exceptional customer service skills and the ability to interpret customer enquiries and able to deal with customers in a tactful and diplomatic manner.
• Must have basic computer skills and experience working with Microsoft office products.
• Must be adaptive to a fluid demanding work environment and able to multitask utilizing computer equipment to locate data and information to assist customers.
• Should have a comprehensive knowledge of the Joint Travel Regulations (JTR) or be very astute and familiar with acquiring experience in working with military regulations quickly.
• Must be able to read and write English fluently and be able to speak clearly due to handing customer enquiries by phone.
• Remedy database experience.