ITility, LLC

Customer Service Representative

Job Locations US-DC-Washington
Posted Date 10 months ago(4/28/2017 2:29 PM)
Job ID
# of Openings
Human Resources


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


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