NANA Regional Corporation Customer Service Representative (CSRI) - (Public Trust) in Portsmouth, New Hampshire

Customer Service Representative (CSRI) - (Public Trust)


Do you want the opportunity to apply your skills to solve meaningful challenges? Would you like to contribute to a team where your work will make a difference and your expertise is valued? Are you passionate about providing great customer service?

Ikun provides a full range of technical system planning, logistical and management services in support of national, state and local agency disaster relief efforts. Essential functions include providing operations, maintenance and upgrades for emergency deployable communication systems in support of national emergencies and exercises for major events. Additional capabilities include engineering, design, integration, testing, training, delivery, maintenance and coordination of services to first response missions for state and local relief

This position follows clearly detailed specific procedures in completing several repetitive clerical steps performed in a prescribed or slightly varied sequence, such as coding and filing documents in an extensive alphabetical file; could involve simple posting to individual accounts, opening mail, calculating and posting charges to departmental accounts, operating basic office equipment e.g. photo copier, facsimile, multi-line phone/voicemail systems, mailing machines, and minimal computer program. Little or no subject-matter knowledge is required, but the clerk uses his or her own judgment in choosing the proper procedure for each task. For petition data received electronically, the Case Processing Clerk shall review the data in the electronic record for accuracy and integrity, and make any corrections; enter additional information as required; and verify date(s), visa classification, and other critical fields as specified. For petition data received in paper form, the Clerk shall create an electronic case file, appropriately collated, annotated, and indexed. For as long as required, the Clerk shall also create a physical case folder appropriately labeled and indexed as needed. Some petitions received will be deconstructed, scanned into the appropriate visa processing system, collated, and either returned, destroyed or filed.

The Telephone Inquiry Representative, serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database

Essential duties and responsibilities for the position include the following:

  • Determines requirements by working with customers.

  • Answers inquiries by clarifying desired information; researching, locating, and providing information.

  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

  • Fulfills requests by clarifying desired information; completing transactions; forwarding requests.

  • Maintains call center database by entering or updating information.

  • Keeps equipment operational by following established procedures; reporting malfunctions.

  • Updates job knowledge by participating in educational opportunities.

Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments


Telephone Inquiry Representative Basic Skills and Qualifications:

  • Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Strong Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking

  • Must be able to obtain and maintain a Moderate Threat Public Trust (MRPT) suitability determination

  • Must successfully complete a comprehensive 7-year criminal and credit history background check

  • Must successfully complete a drug screening

  • Must successfully complete a computer-based assessment on typing skills with a score of 90% accuracy and 30 WPM

  • Must successfully complete a computer-based assessment on basic computer skills with a score of 70%

  • Must successfully complete a computer-based assessment on Telephone Inquiry with a score of 65%

Minimum Experience, Education and Licensure:

  • Must be 18 years of age or older

Minimum Knowledge, Skills and Abilities:

  • Strong command of the English language both verbally and written

  • Strong administrative and organizational skills

  • Basic Computer Skills

  • Excellent interpersonal and communication skills

  • Demonstrate a professional work ethic

  • Ability to work independently and as a member of the team

  • Analytical skills and attention to detail to successfully analyze and evaluate trends, disseminate information to a wide audience

Physical Demands:

While performing the duties of this job, the employee may occasionally be required to stand; walk; sit; lift up to 20 lbs.; bend; reach; carry; stoop; kneel; use hand and fingers to handle, or feel objects, tools or controls; use fingers and hands to type or write; speak; or hear. 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.


We are Equal Opportunity Employers. Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at or 571-353-7053. The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance. Please do not use the dedicated phone number above to call on the status of your job application if you do not require accessibility assistance or an accommodation. Reasonable accommodation requests are considered on a case-by-case basis.

In order for our company stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance.

Job: Office & Administrative Support

Primary Location: US-NH-Portsmouth

Schedule: Full-time

Shift: Day Job

Req ID: IKU00925