Position Description
Will support NOAA's Search and Rescue Satellite Aided Tracking (SARSAT) system located at the NOAA Satellite Operations Facility in Suitland, MD. Thsi is an on-site position.

The Customer Service Representative / Backup Duty Controller will perform the following functions:

• Answer incoming phones and resolve customer issues by calling and emailing customers
• Track data received and source documents
• Accurately and quickly enter alphabetic, numeric, and symbolic data into a computer system
• Review error reports and make necessary corrective actions
• File and route documents after entry
• Prepare mailings
• Work in a team environment

After getting certified as a Registration Database Customer Service Representative, additional tasks performed as the Backup Duty Controller include:

• Fill in for duty controller shifts (day or night)
• Record all shift activity (e.g., system messages, phone calls, satellite status changes)
• Perform database queries 
• Draft operational reports
• Send messages to SARSAT partners concerning the quality of incoming/outgoing data 
• Regularly test communication links
• After completing controller training, work one 12-hour shift each week for 3 to 6 months to maintain and improve skills as a duty controller. 
• After probationary period, work one 12-hour shift (7am - 7pm) each month, of which, every 4 months must include at least one day and night shift (7 pm - 7 am).

Shift Time for RGDB Customer Service Rep: 9 a.m. to 5:30 p.m.

Required Skills

• 4 years related experience with help desk and/or customer service/relations with an emphasis in responding to email messages from the public.
• Experience working with the public and the ability to respond appropriately to difficult clients is a must.
• Typing speed 35-45 wpm or greater (to be confirmed by a typing test)
• Requires the ability to make appropriate decisions to resolve issues based on information provided by customers.
• Must be flexible in performing day-to-day functions.
• Knowledge of Microsoft Excel and Word required.
• Excellent attention to detail.
• Excellent verbal and written communication skills.  
• Must maintain an excellent attendance record and be able to report to work scheduled shifts on time.
• Willingness to work compensated occasional 12-hour shifts as a backup controller in the Mission Controller Center which may include nights is a must.

Must be a US Citizen or Permanent Resident and be able to pass a background investigation to obtain a security badge to enter the applicable government facility.

Desired

• 2-4 years supporting scientific, engineering, or other technical programs is desired.  
• Past experience working in a fast-paced environment that required meeting daily deadlines.   
• Proven experience using software tools such as Microsoft Office products - Word, Access, Excel, and PowerPoint is desired.  
• Ability to operate in an environment with multiple windows of various interfaces or web pages open at the same time desired.
• An understanding of mathematics, latitude and longitude, and time zones (e.g., UTC/ GMT) is helpful.  
• Active or prior Government background investigation a plus.

Education
High school diploma, or equivalent. Associates and/or BS degree, preferred

ERT is a VEVRAA Federal Contractor and Equal Opportunity/Affirmative Action employer - All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.