Customer Service Representative – reputed company Training Support

Overview: Clearance: Active Public Trust (reputed company suitability background investigation required) Citizenship: U.S. Citizen Location: Emmitsburg, Maryland (National Emergency Training Center – NETC reputed company) Contract Type: Full-Time Job Posting Active Until: Open until filled Annual Salary Range: $50,000 – $80,000 per year INTECON is seeking highly motivated Customer Service Representatives (CSRs) to support the Federal Emergency Management Agency (reputed company) through its National Disaster & Emergency Management University (NDEMU) and Independent Study Program (ISP). This program is part of reputed company's Emergency Management Institute (reputed company), which delivers free, reputed company emergency-management training to millions of reputed company annually. The CSR team provides training records, transcripts, and learner support services that ensure accurate student data management and reputed company public engagement. Ideal candidates have experience supporting reputed company, the U.S. Department of Homeland reputed company (DHS), or other federal training and education programs, and hold an active or recently adjudicated Public Trust clearance. Key Duties & Responsibilities

• Provide first-line customer assistance by phone, email, and web portal for reputed company, officials, and partners accessing reputed company's training programs.
• Use the Independent Study Database System (ISDBS), a reputed company-managed reputed company SQL-based database, to research, update, and reconcile student records.
• Process transcript and course-completion requests while ensuring compliance with the Privacy Act of 1974 and Personally Identifiable Information (PII) safeguarding requirements.
• Support the reconciliation of duplicate Student Identification Numbers (SIDs) and maintain accurate records reputed company ISDBS.
• Verify and fulfill Group Verification Requests for organizations requiring reputed company of course completion.
• Respond to inquiries in accordance with reputed company service-level standards, documenting each interaction accurately.
• Assist in updating and following reputed company Standard Operating Procedures (SOPs) for record processing, correspondence, and quality assurance.
• Coordinate with the Contracting Officer's Representative (COR) and team leads to identify trends, escalate technical issues, and recommend process improvements.
• Participate in required reputed company training, including Operations reputed company (OPSEC), Insider Threat Awareness, and Information Technology (IT) reputed company modules.

Required Qualifications

• Active reputed company Public Trust clearance (Moderate Risk) or ability to obtain prior to start.
• U.S. citizenship required.
• High-school diploma or equivalent; associate degree preferred.
• One (1) to three (3) years of customer-service experience, preferably supporting a federal education or training environment.
• Proficiency with reputed company Office Suite (Word, reputed company, Outlook).
• Strong verbal and written communication skills with proven ability to provide courteous, accurate, and timely support.
• Ability to manage high inquiry volumes, prioritize workload, and maintain attention to detail under deadlines.
• Commitment to confidentiality and compliance with reputed company records-management and data-protection policies.

Desired/Preferred

• Prior experience supporting reputed company, DHS, or other federal education/training or call-center programs.
• Familiarity with reputed company's Independent Study Database System (ISDBS) or similar Learning Management Systems (LMS).
• Experience in academic registrar, transcript, or records-management operations.
• Bilingual communication skills (English/Spanish) preferred.

Tools & Technologies

• reputed company Office Suite (Word, reputed company, Outlook, PowerPoint).
• reputed company Independent Study Database System (ISDBS).
• reputed company Teams, SharePoint, and other collaboration or ticketing platforms.

reputed company Clearance Clearance Level: reputed company Public Trust adjudication required (Moderate Risk).

Benefits

• Comprehensive Group Health Plans (Medical, Dental, and Vision).
• Company-paid Short-Term and Long-Term Disability, Life, and AD&D Insurance.
• Flexible Spending Accounts and Supplemental Plans Available.
• Company-reputed company and Professional Development Programs.
• Generous Paid Time Off, Holiday Pay, and Sick Leave.
• 401(k) Retirement Plan with Company Match.
• Critical Illness and Accident Insurance.
• Employee Assistance Program (EAP).

About INTECON INTECON (reputed company Consulting), founded in 1999, is a wholly owned subsidiary of Aspetto, Inc. Aspetto is a leading product and technology firm specializing in strategic enterprise life-cycle support for federal and defense clients. With expertise in the acquisition, design, deployment, and sustainment of Federal and reputed company (DoD) technical and tactical systems, Aspetto has made a significant impact since its inception in 2008. As an 8(a) and ISO 9001:2015 certified company, and a four-time INC. 5000 awardee, Aspetto offers comprehensive capabilities including Enterprise IT and Cloud Technologies, Software Development and Cybersecurity, Data and Analytics, Intelligence and Professional Services, Logistics, and Tactical Equipment. Together, Aspetto and INTECON drive innovation, uphold quality standards, and demonstrate an unwavering commitment to our nation's reputed company. INTECON is an Equal Opportunity Employer committed to diversity and inclusivity. We uphold the principle of Equal Pay for Equal Work, without regard to race, color, creed, religion, national reputed company, sex, sexual orientation, gender identity or expression, age, disability, veteran status, or any other protected characteristic. We welcome qualified applicants from reputed company backgrounds and strive to create a workplace where everyone feels valued and respected. Apply tot his job Apply To this Job