Abaco Strategy, LLC (Abaco) is an 8(a) Certified, HUBZone, Woman Owned, Small Business located in Leesburg, VA. Abaco provides Information Technology and Consulting Services to Commercial customers and the Federal Government. We deliver technology-enabled, results-oriented solutions. We build long-term business relationships by ensuring the availability of highly skilled and certified resources providing a broad range of capabilities that meet the unique needs of all customers. We leverage industry best practices and business innovations to provide measurable results. We are seeking a talented admin to join our team.
Overview:
Abaco Strategy is seeking a junior Call Center Support Specialist to support our TTB Office of Permitting and Taxation (P&T) contract. The primary responsibility of this role is to answer incoming calls, emails, and inquiries from industry members, consultants, and the general public, and to accurately capture and update information in TTB's online data capture forms and systems based on the information received. The ideal candidate is a strong communicator, comfortable with technology, and able to follow established procedures accurately in a regulated federal environment.
Key Responsibilities
- Provide call center support by answering calls, emails, and inquiries from industry members, consultants, and the general public, following the SOPs, desk manuals, training guidelines, and applicable systems.
- Answer and direct customer service calls and respond to telephone inquiries courteously and accurately using TTB/P&T established standards.
- Enter and update information received from calls and emails into online data capture forms and TTB database systems accurately and in a timely manner.
- Retrieve and distribute telephone messages to the appropriate TTB personnel throughout the day (at minimum at the start of the day and by 12:00 PM).
- Support miscellaneous mailings (e.g., mass mailings) as needed.
- Adhere to all current SOPs, complete required TTB training, and safeguard sensitive but unclassified information in accordance with federal privacy and records management policies.
Required Qualifications
- Education: High school diploma or equivalent. Associate's Degree or higher in Information Management, Library Science, Information Technology, Business Administration, or a related field is preferred.
- Experience: 0–2 years of practical experience working with electronic document management systems or in a similar administrative or records management capacity.
- Technical Skills: Familiarity with enterprise content management platforms and Microsoft Office Suite. Basic understanding of digital file formats and electronic records management principles.
- Communication: Effective verbal and written communication skills; ability to interact with a diverse user base under supervision.
- Clearance/Suitability: Ability to pass a background investigation and obtain the required suitability/security clearance; must sign a non-disclosure agreement.
- Authorization: U.S. work authorization.
Abaco is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Hiring decisions are based on merit, qualifications, and skills. We are a military-friendly organization, and veterans are encouraged to apply. Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States.
Pay: $17.00 - $19.00 per hour
Work Location: In person
