SBA NAD Help Desk T1

SPECIFIC TASKS. 

Contact Service Representative contract employees will perform Tier 1 (general, frequently asked questions and more technical questions, as specified by the Government) call center services for inbound calls to the SBA. Special projects may include telephone, live chat, text, and web services to assist customers with information and guidance on programs. Escalation and management of complex issues will follow established NAD procedures. The Contractor shall perform, or shall know how to perform, the tasks listed below. The contractor shall at no point receive additional payment for performing tasks outside of this list or outside of the scope of this contract. If additional tasks are required, the Contractor and COR shall contact the Contracting Officer prior to performance in order to increase the scope of the contract and complete negotiations for equitable adjustment, if necessary. In addition to tasks further described in this section, the contract employees shall complete projects as assigned by management to support of National Answer Desk functions, and update and maintain databases to support internal reporting and tracking systems.

• Screen incoming calls and appropriately route them. Provide professional, courteous, informative, and prompt contact with customers. 
• Ability to operate the SBA’s current MS Office version. In addition, a basic understanding of locating and moving files to/from shared resources (networked drives) is necessary. 
• Become knowledgeable with information within the SBA Answer Desk Information HUB. 
• Staff the National Answer Desk, which includes answering inquiries primarily by email or telephone and recording all necessary information, offering assistance and following the problem through to resolution, reassigning calls to SBA program offices or appropriate individuals for resolution, and logging and reporting data on the number and type of calls received. 
• Use common office equipment (fax, copier, telephones, printers, etc.) 
• Submit a monthly report by the 5th of each month. Monthly reports shall include a summation of employee hours, work performed and pending, problems encountered, and recommendations. This report shall be attached to the monthly invoice.

Physical Requirements:

• While performing the duties of this job, the employee must be able to remain in a stationary position up to 90% of the time. 
• Constantly operates a computer and other office productivity types of machinery, such as a calculator, copy machine, telephone, and computer printer.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations
• Frequently moves boxes weighing up to 20 pounds across the office for various needs
• Occasionally ascend/descend stairs, ladders, or ramps.
• The noise level may be loud at times. 

CTR Management Group is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected Veteran status.