Position Description

Customer Service Representative I
Location (Kingstowne) Alexandria, VA
Job Code 1401
# of Openings 15
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Looking for Customer Service Representatives!


ZAI has an immediate need for Customer Service Representatives - Level 1 (CSRs) for our project located in Kingstowne, VA.  (Also seeking Bilingual Customer Service Representatives.) The qualified candidates will provide appropriate and timely responses to all customer inquiries and document the inquiry in the source system.  Hours of operation are Monday - Friday, 8am until 7pm (you will be assigned an 8-hour shift during operation hours).  Responses to information requests will be via one or a combination of the following methods:

  • Provide appropriate and timely responses to all customer inquiries and document the inquiry in the source system and shall “warm” transfer the inquiries to the appropriate field office for a response.
  • Capture and track information related to inbound inquiries in CRM system. Information required includes date and time of receipt of inquiry, nature of inquiry, the customer's identity, when appropriate, information being requested, disposition of the request, the response date, and requests for follow up actions.
  • Forward recorded information via telephone, facsimile, or e-mail or other electronic transmission to the appropriate resource for further processing, as required by procedures.
  • Conduct research of approved sources of information to prepare responses to inbound inquiries and develop an appropriate response. CSRs will be responsible for responding to escalated and more complex inquiries on a broader scope of topics. Tasks may require simple adaptation and interpretation of provided reference materials.
  • Send requested information to customers through the postal services, email or fax, whichever is the most efficient delivery method and satisfies the customer.

CSRs receive, comprehend, provide, and respond to routine informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, fax, postal mail, and the Internet. The CSRs  provide information in response to inquiries pertaining to pension services and/or customer complaints. Duties include, but are not limited to the following:

  • Accessing source databases to retrieve and/or record information;
  • Responding to customer inquiries or complaints;
  • Assisting with account set-up, password assistance;
  • Responding to form questions and taking down and entering participant information to facilitate the benefit application process;
  • Updating customer account and benefit payment information in source system; and
  • Keeping records of customer interactions, and updating customer account information, etc.


Bilingual CSRs will have demonstrated written and speaking proficiency in English and Universal Spanish to facilitate clear and accurate information exchanges with callers. Bilingual CSRs will undergo a test and an oral proficiency interview conducted entirely by our customer in the tested language and designed to identify the candidate’s level of linguistic proficiency to ensure bilingual CSRs are articulate (understandable) in Spanish and English.

Qualified CSR candidates will have a minimum of a High School Diploma; one year of related experience is preferred.  Qualified candidates must be:

  • Detailed oriented with the ability to pay strict attention to detail;
  • A good communicator (oral and written);
  • Reliable and dependable as attendance is crucial to the success of the operation;
  • Must have data entry skills;
  • Proficient using computers; and
  • Able to obtain required agency clearance.


ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran’s status or any other legally protected status.

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