Customer Relations Liaison

Chenega Corporation•Arlington, VA

About The Position

Customer Relations Liaison Arlington, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! We are seeking a proactive and strategic Customer Relations Liaison to provide leadership and direction for our system end-user service desk support. The ideal candidate will be responsible for managing all facets of customer relations, ensuring timely and effective resolution of customer concerns, and driving continuous improvement in our service delivery processes.

Requirements

Bachelor's degree in a related specialized area or an equivalent combination of education and experience
Associate's degree with 2+ years of relevant experience OR
High school experience with 4+ years of relevant experience
DoD Top Secret security clearance.
Hands-on experience with ITSM platforms, Jira, Jira Service Management (JSM), and the Microsoft Office suite.
Proficiency with Windows-based Operating Systems (OS) and related technologies.
Excellent verbal and written communication skills.
Proven ability to multitask and manage competing priorities in a fast-paced environment.

Responsibilities

Strategic Customer Management:
Provide strategic leadership for the delivery of service desk support to system end-users.
Define and develop a comprehensive customer contact strategy.
Participate in the resolution of customer concerns and track escalated issues to completion to enhance the overall customer experience.
Coordination and Communication:
Coordinate with appropriate internal and external stakeholders to provide timely and accurate answers for customer issues.
Maintain transparency on the status of all customer requests and escalations, including both accepted and declined requests.
Set and manage realistic expectations with customers regarding resolution timelines.
Participate in planning sessions, status calls, and committee meetings focused on customer success initiatives.
Process Improvement and Documentation:
Develop and document enhancements for processes and procedures.
Identify and recommend improvements to processes, standards, and systems to optimize support ticket accuracy, transparency, and efficiency.
Assist other departments as needed for continuous process and service improvement efforts.
Ensure responsible documentation and tracking of all customer requests.
Operational Excellence:
Ensure customer service excellence by actively monitoring support tickets and reviewing customer feedback.
Develop cross-team and cross-departmental expertise necessary to respond effectively to a wide range of issues.
Maintain current knowledge on new products, updates to existing products, and relevant third-party operating systems and devices.
Performs other duties as assigned.