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Clearance Required: Public Trust (Low or Moderate Risk)
Position Type: Full-Time

Contingent Hire: Employment is contingent upon contract award. Offers may be extended prior to award but will become active upon contract execution.

Location: Emmitsburg, MD

Overview:

Allant Federal is seeking a Customer Service Representative (CSR) to provide administrative and customer support for a national disaster and emergency management training program based in Emmitsburg, MD. The CSR will assist in managing and delivering a large-scale independent study program that serves millions of students across the country through efficient, courteous, and professional service.

This position plays a key role in maintaining accurate student records, responding to inquiries, and ensuring timely communication with students, educational institutions, and state and local officials. 

Key Responsibilities:

• Respond to student inquiries via phone, email, and other communication channels within established timelines.
• Provide courteous, accurate, and professional customer service for online training participants nationwide.
• Process and reconcile student records in the Independent Study Database System (ISDBS), including duplicate accounts and updates to student information.
• Handle requests for official transcripts, group verifications, and student status updates.
• Manage and track correspondence received through multiple channels (email, fax, postal, or express mail).
• Support reporting by tracking and documenting customer service activities for inclusion in monthly metrics.
• Follow established Standard Operating Procedures (SOPs) and contribute to process improvement initiatives.

Required Qualifications:

• Must be a U.S. citizen and eligible for a Public Trust background investigation.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Strong written and verbal communication skills.
• Ability to manage high-volume workloads with attention to accuracy and detail.
• Strong interpersonal skills and a commitment to quality customer service.

Preferred Qualifications:

• Experience supporting national disaster, emergency management, or public service programs.
• Familiarity with data entry, record reconciliation, and information management systems.
• Demonstrated experience providing professional customer support via phone, email, or web-based systems.
• Experience working in a training, educational, or call center environment preferred.
• Associate degree or higher in business administration, communications, or a related field.