Customer Care Assistant

Booz Allen Hamilton • Norfolk, VA

8d • $39,600 - $81,000

About The Position

As a shared-services professional, the Customer Care Assistant supports effective, efficient, timely, and valuable Delivery Hub operations for internal and external clients. The role interfaces with customers and leadership to understand needs and gain insight into shared-services performance. Under supervision, the assistant supports Help Desk tickets from employees and vendors within the response service-level agreement, updates tickets daily with complete notes, and confirms customer satisfaction before closing tickets. The assistant also provides policy guidance and performs other duties as directed by supervisors. U.S. citizenship is required because of the nature of work performed within the facility.

Requirements

• At least 1 year of experience in a customer service and support role.
• Experience with Microsoft Office 365, including Excel, Word, and Outlook.
• Ability to multitask in a fast-paced team environment.
• High school diploma or GED.
• U.S. citizenship is required.

Nice To Haves

• Experience with ServiceNow.
• Excellent detail-oriented and organizational skills.

Responsibilities

• Perform repetitive administrative and transactional activities as directed by the supervisor.
• Provide backup for frontline customer service representatives and support employees and managers, including troubleshooting to analyze, isolate, and solve problems and issues.
• Use telephony and case-management technologies to capture and resolve employee and manager inquiries accurately, or determine whether escalation is required.
• Educate employees about organizational tools, policies, and processes so they can handle inquiries more independently.
• Protect sensitive and personal information and follow organizational data privacy requirements when processing transactions and addressing inquiries.
• Comply with departmental practices and applicable local, state, and federal laws and regulations.
• Use a knowledge base to answer questions, resolve issues, and complete transactions.
• Support Help Desk tickets from employees and vendors within the response service-level agreement, update tickets daily with complete notes, and ensure customer satisfaction before closing tickets.
• Provide policy guidance on inquiries and perform other duties as directed by supervisors.

Benefits

• Health, life, disability, financial, and retirement benefits.
• Paid leave.
• Professional development.
• Tuition assistance.
• Work-life programs.
• Dependent care.
• Recognition awards for exceptional performance and demonstration of company values.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED