Customer Care Assistant

Booz Allen Hamilton•Norfolk, VA

About The Position

Customer Care Assistant The Opportunity: As a professional in shared services, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight on shared services performance. In this role, you will provide supervised support for Help Desk tickets from employees and vendors within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer’s satisfaction before they are closed. You’ll educate and provide policy guidance on inquiries and be responsible f or other duties as directed by supervisors. Due to the nature of work performed within this facility, U.S. citizen ship is required . What You'll Work On: Perform repetitive administrative and tra nsa ctional activities as directed by the supervisor. Provide back-up to the front-line customer service representatives and support to employees and managers, including troubleshooting to analyze, isolate, and solve problems and issues. Utilize key customer care technologies such as telephony and case management to accurately capture and resolve employee and manager inquiries or determine if escalated support is required. Educate inquiring employees about tools, policies , and processes for the organization so that they are better informed on how to handle their inquiry more independently. Ensure sensitive information remains confidential and protect personal information when processing all tra nsa ctions and addressing employee inquiries, in line with the organization's data privacy requirements. Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations. Utilize a knowledge base to answer questions, resolve issues, and complete tra nsa ctions. Join us. The world can’t wait.

Requirements

1+ years of experience in a customer service and support role
Experience with Micro sof t Office 365, including Excel, Word, and Outlook
Ability to multitask in a fast-paced team environment
HS diploma or GED

Nice To Haves

Experience with ServiceNow
Possession of excellent detail-oriented and organizational skills

Responsibilities

Perform repetitive administrative and tra nsa ctional activities as directed by the supervisor.
Provide back-up to the front-line customer service representatives and support to employees and managers, including troubleshooting to analyze, isolate, and solve problems and issues.
Utilize key customer care technologies such as telephony and case management to accurately capture and resolve employee and manager inquiries or determine if escalated support is required.
Educate inquiring employees about tools, policies , and processes for the organization so that they are better informed on how to handle their inquiry more independently.
Ensure sensitive information remains confidential and protect personal information when processing all tra nsa ctions and addressing employee inquiries, in line with the organization's data privacy requirements.
Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.
Utilize a knowledge base to answer questions, resolve issues, and complete tra nsa ctions.