Customer Care Representative

Booz Allen Hamilton•Norfolk, VA

1d•Onsite

About The Position

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. You will be providing support for escalated Help Desk tickets from employees and vendors within the response service level agreement, updating tickets daily with complete notes, and ensuring tickets are resolved to the customer’s satisfaction before it is closed. You’ll also educate and provide policy guidance on all inquiries. This position is located in Norfolk, VA. Due to the nature of work performed within this facility, U.S. citizenship is required.

Requirements

2+ years of experience in customer service
Experience using Microsoft Office programs such as Word, Excel, and Outlook
Ability to work independently and multitask through to completion
Ability to build strong relationships with COE partners and business sectors to improve delivery
HS diploma or GED

Nice To Haves

Experience working in a Help Desk or Contact Center environment
Experience applying detailed focus on data and processes to ensure data integrity
Ability to use multiple applications and databases in a fast-paced environment
Ability to communicate clearly via email or phone
Possession of excellent listening skills
Possession of excellent research and problem-solving skills
Bachelor's degree

Responsibilities

Provide front-line customer service and support to employees and managers, troubleshooting to analyze, isolate, and solve problems and issues.
Perform administrative and transactional activities, including processing lifecycle transactions such as employee data changes, status changes, compensation, and separations.
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.
Answer vendor questions in support of the work required to be accomplished.
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 protects personal information when processing all transactions 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 transactions.
Update and correct knowledge articles as appropriate.