Location: Rockville, MD (Remote)
Required Clearance: Ability to obtain Public Trust
Position Description: The Grants Transactions Processing Assistant, Associate is responsible for delivering high-quality customer service and operational support by responding to customer inquiries related to grant programs, model and program policies, technical issues, and program operations. This role requires the ability to independently analyze inquiries, apply established procedures, and provide accurate and timely resolutions using approved scripts, FAQs, User Guides, Knowledgebase Articles, and other authorized resources.
The Associate-level professional will support customer interactions across multiple communication channels, including phone, email, and live chat, while ensuring compliance with organizational policies and service standards. This position also involves assisting with process improvement efforts, mentoring junior staff when needed, and contributing to the overall efficiency and effectiveness of customer support operations.
- Respond to customer inquiries regarding grant programs, model and program policies, technical issues, and operational procedures.
- Utilize approved scripts, FAQs, User Guides, Knowledgebase Articles, and other authorized resources to provide accurate, consistent, and timely information.
- Research and resolve moderately complex customer inquiries while ensuring adherence to established policies and procedures.
- Support customer interactions through phone, email, and live chat while maintaining professionalism and excellent customer service standards.
- Document customer interactions, resolutions, and follow-up actions accurately in designated systems.
- Update and maintain customer records and case information following each interaction.
- Identify trends in customer issues and recommend process improvements or updates to documentation and knowledge resources.
- Escalate unresolved or complex inquiries to the appropriate team or management when necessary.
- Assist with onboarding and guidance of junior staff by sharing knowledge, best practices, and operational procedures.
- Stay informed on updates to program policies, procedures, systems, and Knowledgebase content.
- Participate in team meetings, training sessions, and quality assurance activities to support continuous improvement initiatives.
- Troubleshoot and resolve basic to intermediate technical issues reported by customers.
- Provide step-by-step guidance to customers to resolve technical and operational concerns efficiently.
- Coordinate with technical support teams and other stakeholders to resolve escalated issues in a timely manner.
- Ensure compliance with customer service metrics, service-level agreements (SLAs), and organizational standards.
- Associate’s degree or equivalent combination of education and relevant experience required; Bachelor’s degree preferred.
- Minimum of 2–4 years of experience in customer service, helpdesk support, grants support, or a related operational environment.
- Strong verbal and written communication skills with the ability to communicate effectively with diverse audiences.
- Experience using helpdesk software, ticketing systems, CRM platforms, and customer support tools.
- Working knowledge of IT support principles and troubleshooting methodologies.
- Ability to interpret and apply policies, procedures, and approved documentation accurately.
- Strong analytical, problem-solving, and organizational skills with attention to detail.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Demonstrated ability to work independently and collaboratively within a team environment.
- Strong interpersonal skills and commitment to providing exceptional customer service.
- Experience supporting federal grant programs or government customer service operations.
- Demonstrated ability to effectively use Microsoft 365 Copilot to enhance productivity in daily customer service tasks, including drafting customer communications, generating reports, summarizing client interactions, and preparing training materials.
- Experience guiding or supporting team members in leveraging Microsoft 365 Copilot and related collaboration tools to streamline workflows and improve customer support operations.
- Familiarity with Public Trust environments and federal compliance requirements.
Compensation and Benefits
The projected compensation range for this position is $21.06/hr - $24.42/hr benchmarked in the Washington, D.C. metropolitan area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.
LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.
Devoted to Fair and Inclusive Practices
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.
If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at [email protected].
Securing Your Data
Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or [email protected] emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at [email protected].
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
