Job Details

Customer Service Representative


ITility, LLC


Posted Date 8 months ago, DC 00000



The Government of the United States (U.S.) and the Government of the People's Republic of China (PRC) finalized visa reciprocity negotiations for travelers to/from China. In November 2014, the Department of State (DOS) began issuing 10-year, multiple entry B1, B2, or B1/B2 visas for business and tourism to citizens and nationals of the PRC. The CSRs primary responsibility is to provide timely and accurate responses to inquiries from The People's Republic of China citizens wishing to renew and update their biographical B1, B2 and B1/B2 VISAs as mandated by National Security Councils directive to travel to and within the borders of the United States and use information collected to improve CBP and Department of State directives.


Identify and respond to live contacts in order to give the appropriate response from the CBP-provided responses and materials
Be able to identify multiple questions/concerns/inquiries in e-mail and respond using CBP -approved response template language
Identify and escalate inquiries that are unique and have no preapproved template language approved by CBP
Be trained to identify and escalate any communication that is suspicious or threatening to the public safety and transportation security

Answer customers questions; make referrals:   help clarify CBP policies and procedures
Provide general travel assistance information
Provide information for filing claims with DHS
Assess and transfer any reportable communications to the appropriate departments
Input correct information into the CBP EVUS Customer Database, including use of correct grammar and spelling, accurate selection of all appropriate contact subject categories and a maximum of 5 resolutions, and addition of any notes or comments pertinent to the contact and/or contact record
Perform other duties as assigned


Bilingual, English and Chinese (Mandarin)-REQUIRED
High school diploma or GED required
Ability to maneuver and use web based applications
Ability to type 40 words a minute per minute (WPM)
Must be a US Citizen

Post Date:
Minimum Clearance:
Dept of Homeland Security
Job Category:
Business - Support
Unspecified annual salary
Unspecified hourly wage
Group ID: