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

• Own the operational infrastructure of the sales process: pipeline stage definitions, forecasting methodology, opportunity hygiene standards, and CRM governance in HubSpot • Build and maintain sales automation workflows covering lead handoff from marketing, deal progression triggers, task routing, and follow-up sequences • Partner with Sales leadership on territory design, quota support, and capacity planning; translate headcount and coverage decisions into operational systems • Administer and optimize Glyphic (AI intelligence tool) across the sales and broader GTM organization, ensuring adoption, data quality, and insight delivery to leadership • Manage the deal desk process including approval workflows, discount governance, and exception tracking; instrument these processes to reduce friction while maintaining controls • Produce and maintain sales performance reporting in HubSpot, including pipeline coverage, velocity, conversion rates, and rep-level productivity metrics • Own the operational systems that support Customer Success and Support teams, including Intercom administration, lifecycle stage management, and health scoring infrastructure • Design and maintain automated customer onboarding workflows, ensuring that handoffs from Sales to CX are instrumented, timely, and customer-centric • Build and manage renewal and expansion workflows: early warning systems, at-risk account routing, upsell and cross-sell trigger logic, and renewal pipeline tracking • Instrument customer health models; ensure data inputs are automated and scoring logic is regularly reviewed and recalibrated • Partner with Support and CS leadership to identify operational bottlenecks and build the automation or process changes that eliminate them • Partner with Sales and Customer Success leadership to design commission and incentive compensation plans that align rep behavior with company revenue goals and customer outcomes • Maintain automation around compensation tracking where possible, reducing manual calculation risk and improving cycle time • Design and deploy AI-powered workflows across the sales and customer experience stack, using tools such as Glyphic, Clay, Claude, and similar platforms to reduce manual work and increase signal quality • Collaborate with Marketing Operations to ensure shared data standards, clean lifecycle transitions, and consistent attribution across the full customer journey