• Provides clinical support management, as a subject matter expert in radiation therapy, of incoming customer support requests regarding oncology products • Summary Management of incoming customer support requests regarding Varian’s Oncology products • Capable of recommending solutions/corrective actions to customer application questions • Ability to clinically assess situations/issues and determine appropriate escalation path • Works as an integral member of the complaint process, and communicates relevant information to the customer as appropriate • May also provide customer training, demo support at Trade Shows and for the Varian Sales organization, as well as formulate and review written customer support training materials • Position must have full access to VMS client sites to perform the essential functions of this position

Role Description Agile Decision Sciences, a wholly owned subsidiary of ASRC Federal, is seeking a Bilingual (fluency with Spanish) Customer Service Representative with call center/contact center experience to join our growing team in support of the DOT government agency National Highway Traffic Safety Administration (NHTSA) Hotline. Fluency in Spanish is required. - Receive incoming calls and inquiries regarding vehicle registration and other matters related to that under the jurisdiction of NHTSA. - Handle telephone calls courteously and efficiently using proper telephone etiquette. - Ensure the timely process through which call center problems are controlled and resolved. - Identify the issue or problem of the inquiry and perform follow-up research to resolve any issues. Qualifications - Must currently reside in the DMV area (Washington, DC, Maryland or Virginia) or will not be considered. - High School Diploma/GED (Some college work desirable). - 1-3 years work experience to include Customer Service Call Center or Contact Center. - Fluency in Spanish. - Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook). - Strong communication skills oral and written with effective research, organizational and time management skills. - Good problem-solving skills with the ability to multi-task and meet strict deadlines. - US Citizenship or permanent residency is required and the ability to obtain a public trust security clearance. Requirements - Ability to work from 10am to 7pm or 11am to 8pm Monday through Friday. (No weekend work). Benefits - Excellent benefits package that includes tuition reimbursement, 401k matching, medical/dental/vision plans, 3 weeks of paid time off, 11 holidays and much more. - Competitive pay and benefits packages. - Health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. EEO Statement ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

• Respond promptly and professionally to customer inquiries via phone, email, chat, or virtual interactions • Resolve customer complaints, issues, and requests efficiently while maintaining a positive and professional attitude • Provide accurate information regarding products, services, policies, and procedures • Deliver high-quality customer experiences focused on satisfaction and retention • Accurately document customer interactions, requests, and transactions within CRM or ticketing systems • Process orders, forms, applications, and customer requests in accordance with company guidelines • Follow up with customers to ensure resolution and satisfaction • Maintain accurate and organized records of customer communications • Escalate complex or unresolved customer concerns to appropriate internal teams when necessary • Collaborate with team members to improve service quality and operational efficiency

• Support travellers in real time • Manage requests and unexpected situations • Ensure excellent service throughout their journey