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Front Desk, Information Specialist

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**Front Desk, Information Specialist**

**Place of Performance**: Kaiserslautern, Germany

**General Description**:
Front Desk, Information Specialist shall provide Community Information Services for Army Community Service. You shall provide customer service at the front desk by greeting customers in person and on the phone. Identify what the issue is and refer to the appropriate service provider by appointment or by connecting the customer to the provider in person or on the phone.

**Specific Tasks**:

- **ACS Rules and Regulations**: You shall follow the American Community Service (ACS) Standing Operating Procedures (SOP), and the Information and Referral (I&R) Program SOP, Relocation SOP, Army Emergency Relief SOP and any other ACS SOPs and policies required.
- **Adhere and Implement Procedures and Certification Standards**: You shall follow current ACS certification standards.
- **Maintain Records**: Responsible for maintaining records and files incident to the services provided by this contract.
- **Data Entry**: Input information into the modernized ACS Staff Application (Army Family Web Portal) required by duties. Maintain a comprehensive centralized client record management and tracking system for all ACS customers via the U.S. Government ran Army Family Web Portal, following the procedures set forth in the ACS Centralized Online Client Tracking System SOP.
- **Information Coordination**: Information regarding ACS services and other community resources on and off post must be kept current.
- **Provide Basic Community Information and Referral**: Provide information requested by client.
- **ACS Coupon Program**: Manage coupons.
- **Marketing**: You shall serve as one the POCs for ACS marketing to include coordination, development, ordering, delivery and distribution of marketing materials as needed and in coordination with ACS Program Managers.
- **Resource File Maintenance**: Update the ACS resource file semi-annually digitally and via hard copy.
- **Meetings, Conferences and Briefings**: Attend, participate in, and furnish input to scheduled and unscheduled meetings, conferences and briefings that relate to the functions and services herein as required by the Government to provide effective communication and impart necessary information. At a minimum, you shall meet with the COR monthly.
- **Promote Customer Feedback**: Promote Interactive Customer Evaluation (ICE) website and ICE form usage by clients.
- **ACS Program Assistance**:Assist ACS program managers and staff by gathering information and training aids to be shared at events in the area of responsibility (AOR).
- **Professional Conduct**:Interact with customers and staff in accordance with professional business standards andin compliance with military customs and courtesies.
- **Customer Log**:Maintain various logs.
- **Army Emergency Relief (AER) Services**: Clear Soldiers who are on orders for Permanent Change of Station (PCS) in accordance with procedure provided by the COR.
- **ACS Classrooms**: Coordinate with ACS Program Managers to make and maintain reservation calendars for all ACS classrooms.
- **Client Categorization**: Ensure clients complete the ACS client tracking intake form required for an extended client contact prior to linking the client with the internal ACS staff member.
- **Monthly Statistics**: Provide monthly statistics i.e. simple contacts and sign-in sheet numbers tracking logs.
- **Reporting of Imminent Harm and Abuse**: Report of potential imminent harm incidents and child abuse. If you suspect an imminent harm incident may occur or that a child may have been abused, they are obligated to report suspicions to the Military Police, the reporting point of contact.

**Education**:

- Possess at least an Associate Degree or equivalent education/work experience. One (1) year of information and referral and/or one year of customer service experience may be substituted for education.

**Experience**:

- Shall have a minimum of one-year experience in customer service.
- Experience instructing ESL classes is highly desired.

**Knowledge/Skills**:

- Shall read, understand, speak and write English sufficiently to clearly communicate with and instruct colleagues, supervisors and clients.
- Possess good automation skills to include word processing.
- Possess the ability to present information orally and in written format.
- Strong customer service skills, time management and records management skills are required.

**Language**:

- Shall have a minimum, level C1 German language skills.