Customer Service Representative Supervisor

When working at a Mission, a Supervisor will perform the following tasks:

Provide information about application processing at the waiting area but not any specific visa information.
Greeters may work outside the Mission building or inside the waiting area of the consular section.
Coordinate the queues of Applicants into agreed upon time blocks, according to the time of their appointments.
Ensure that wait time is kept to a minimum if Applicants have any mental or physical limitations, such as a disabled, pregnant, or elderly Applicants.
Answer routine questions in a professional and efficient manner from Applicants who visit the Mission
Using GDIT supplied equipment, screen Applicants and facilitate efficient queuing of Applicants and their entry into and movement through the designated areas of the Mission.
When applicable, greeters will print and paste a barcode label on the back of applicants passport after checking in the applicants into the system using an electronic device such as a tablet.
Verify an Applicants documentation to ensure it is complete and in the proper order to facilitate the interview.
Identify deficiencies or omissions in visa application papers and properly inform the Applicant based on the guidance provided by the Mission.
Prepare documents to be picked up by courier vendor. This includes receiving passports from the Mission, checking the passports against the manifest provided by the Mission, and alerting the Mission and OM to any discrepancies.
Assist with arranging GSS mail already properly screened by the Missions mailroom in the consular section under consular supervision during non-interview hours.
Distribute consular information/materials onsite at the Mission prior to Applicant interview and execute workflow efficiency studies by handing card with numbers to Applicants as they move through the various sections inside the Mission.
Wear a uniform provided by GDIT.
Ensure that the uniform is clean and fits properly.
Adhere to the security rules established by the Mission and GDIT.
Be alert to any evidence of fraud and report these instances immediately to GDITs management.
Recieve training and become knowledgeable in areas concerning consular information service as deemed necessary by the TOM or OM.
Operate secure and maintain computers and electronic equipment assigned to Greeters as part of their duties.
Participate in GDITs quarterly Greeter Security & Fraud Prevention Training.
Other duties as assigned by the TOM or OM.

A Supervisor will perform Greeter tasks described above, depending on whether the Supervisor is working at a Mission, a DSC, or an OFC. In addition, the Supervisor will also perform the following tasks:

Assign the Greeter tasks, as described above, depending on whether the Supervisor is working at a Mission, OFC or DSC
Act as the day-to-day point-of-contact between the Greeter team and the TOM or OM and the Mission.
On a daily basis, report any quality, staffing, or operational issues to the TOM or OM.
Prepare the weekly schedule for the Greeters and arrange the lunch and break schedules.
Ensure timesheets entered by Greeters are accurate.

Supervisor Qualifications:

Basic Qualifications:

High school diploma - must have
Experience working with computers and Android tablet.
Background in customer service at least 2 year preferred.
Professional appearance and demeanor.
Excellent communication skills.
*Bilingual - Spanish/English


Other Qualifications:

Ability to work effectively under pressure and in a changing environment.
Analytical and problem solving skills.
Customer service oriented.
Ability to work in a large team environment.
Ability to work in various weather conditions (inside or outside).High school diploma.
Experience working with computers and Android tablet.
Background in customer service at least 2 year preferred,
Professional appearance and demeanor.
Excellent communication skills.