Customer Service Professional, Mid

Booz Allen Hamilton•Norfolk, VA

6d•$48,000 - $98,000•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 into Shared Services performance. Your main function will be to assist new hires from day one until they are self-sufficient through their entire training timeframe. You will ensure that new hires are greeted day one, help set up their desk, assist with any log-in or access issues during their first days, collaborate with the Delivery Hub Training team to assist in developing and updating new hire training, assess and submit feedback of daily new hire progress, and provide small group refresher to new hires and existing employees. You’ll be responsible for managing all training efforts from creation, delivery, and maintenance. During down time, you will also be providing support for escalated 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 it is closed. You’ll educate and provide policy guidance on all inquiries. Due to the nature of work performed within this facility, U.S. citizenship is required.

Requirements

Experience with monitoring, guiding, training, and directing new staff through a training program
Experience with using Microsoft Office programs, including Word, Excel, and Outlook
Ability to work independently and multi-task through to completion
Ability to build excellent relationships with COE partners and the business sectors to improve delivery
HS diploma or GED

Nice To Haves

Experience as a Training Facilitator or Coordinator
Experience with working in a Help Desk or Contact Center environment
Experience with systems such as Workday, Costpoint, or Ivalua
Experience with applying a detailed focus on data and processing to ensure data integrity
Ability to contribute to the ideation of automation and AI technologies to improve efficiency and effectiveness of training
Ability to use multiple applications and databases in a fast-paced environment
Ability to communicate clearly via email or phone
Possession of excellent listening, research, and problem-solving skills

Responsibilities

Act as the New Hire first day greeter
Act as the New Hire Coordinator and ensure that each new hire’s desk is ready for day one, assist with log-in issues and access issues
Collaborate with the Delivery Hub Training team for New Hire training creation and updates
Deliver or coordinate the delivery of all New Hire training
Assess and provide New Hire progress feedback to leads along with recommendations of where further training may be needed
Responsible for managing CCR training calendar and schedule adjustments as needed
Responsible to create, update and maintain existing CCR training materials
Collaborate with POCs on COE driven training
Provide small group refresher training for both New Hires and existing Customer Care Representatives (CCRs)
Provide support to the front-line Customer Care Representatives (CCRs) on non-IT-related issues
Educate inquiring customers about tools, policies, and processes for the organization so that they are better informed on how to handle their inquiries independently.
Assist in diagnosing, resolving, or escalating complex issues quickly and efficiently that may require deeper knowledge and expertise.
Back up CCR Leads by providing floor support, interaction, and assistance directly with the CCRs when needed
Manage the ticketing queue for the team as needed.
Identify the misrouted ticket root cause and collaborate with other leads on efforts to minimize routing errors.
Apply specific principles, theories, concepts, and working or general industry knowledge.
Work independently with some guidance, and review or guide activities of more junior employees.
Ensure sensitive information remains confidential and protect 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.
Update and correct knowledge articles as appropriate.