Military Sealift Command CIVMAR Support Center Now Available 24/7

The Military Sealift Command Civil Service Mariner (CIVMAR) Support Center (CSC) is now available 24 hours-a-day, 365 days-a-year to provide around the clock support to the fleet.

The CSC is a one-stop shop set up to assist CIVMARs and their families with various issues such as;

• Payroll
• Travel Claims
• Allotments
• Benefits
• Worker's compensation
• Training
• U.S. Coast Guard licensing requirements
• Promotions
• Sea Service Letters
• Medical scheduling
• Application procedures

“The CSC has been around in some capacity for about 20 years,” said Jennifer Umali, MediaCross CEO and CSC Program Manager. “The hours were 7 a.m. to 8 p.m., but we’ve extended the hours to support the needs of the CIVMARs, whether they have questions about travel, need to reach a detailer, or even if they have an emergency and need immediate help after hours. We are now able to provide that to them.”

CSC representatives are available to answer CIVMAR questions directly or put them in touch with a subject matter expert (SME). The representative then follows up with the SME and the CIVMAR at the conclusion to close the loop.

“We are working to ensure our team of specialists is well-educated on the top issues CIVMARs are facing and hopefully, we’re able to assist ourselves, but if we can’t, we will be able to point them in the right direction,” said Umali.

During the 2023 fiscal year, the CSC received thousands of inbound calls. These included questions about recruiting and employment opportunities. In order to provide 24/7 support, decrease response time and improve overall customer support, the CSC has added staff members and will be using new technology which includes Web-based chat functionality - which will launch mid-February.

“Providing exceptional service to our mariners is vital to our success,” said Jim Bruske, MSC Total Force Management, Director of Business Management. “Implementation of 24/7 Call Center Support demonstrates our commitment to customer service and ensures our civilian mariners always have access to quality support, no matter the time of day or their time zone. The Web-based online chat feature will improve customer service and allow our call center representatives to give quick answers to questions and solve problems faster.”

“Whenever a CIVMAR calls the CSC, they should expect to hear a friendly voice on the other end of the line,” said Umali. “They should expect to talk with someone who is really concerned about solving their problem and being a resource for them. Finally, they should expect follow through from our staff to ensure they receive the responses they’re looking for.”

To reach the CSC, CIVMARS can call the toll-free number, 877-562-7672; visit the CIVMAR Website, civmar.sealiftcommand.com, or email civmar@sealiftcommand.com for non-urgent matters.

“Ultimately, we want our CIVMARs to know our staff is there when they need us and getting support is easy, hassle free and instantaneous,” concluded Bruske.