Customer Service Representative/Case Management Analyst

Amentum•Springfield, MO

11d•Hybrid

About The Position

Amentum is a global leader in advanced engineering and innovative technology solutions, trusted by the United States and its allies to address their most significant and complex challenges in science, security and sustainability. Our people apply undaunted curiosity, relentless ambition and boundless imagination to challenge convention and drive progress. Our commitments are underpinned by the belief that safety, collaboration and well-being are integral to success. Headquartered in Chantilly, Virginia, we have approximately 50,000 employees in more than 70 countries across all 7 continents. If you are an experienced Case Management Analyst seeking a way to positively impact U.S. National Security, Amentum is looking for you to join our existing contract with the Transportation Security Administration (TSA)! We have full time positions supporting TSA’s Springfield, VA facility for experienced Case Management Analysts who are excited about supporting TSA’s role in supporting members of the public enrolling in TSA programs and those with questions about their interaction with TSA’s vetting programs to ensure the Security of the nation’s transportation systems. The successful candidate will bring at least one year of experience managing queues in a call center environment. Work includes identifying, researching, and resolving questions/issues from applicants to TSA security programs including but not limited to the TSA PreCheck, and the Transportation Worker Identification Credential (TWIC) programs.

Requirements

Bachelor’s degree (BA or BS)
Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship is required for facility credentials/authorization at this work location.
1+ years’ experience in: Supporting a call center/case management environment providing Tier II or Tier III support to address issues escalated from lower levels.
Handling customers
Computer skills required: Experience using Microsoft Calendar/Outlook, Word, Excel, PowerPoint and Adobe Acrobat.
Express and exchange ideas clearly in the English language, written and verbal
Ability to work effectively and efficiently in a team environment and relate well to others
Ability to show initiative and commitment to the company’s goals
Ability to readily adapt to changing requirements
Strong commitment to performing and producing at the highest level of quality at all times
Ability to manage individual workflow effectively
Ability to communicate clearly and effectively with coworkers both in written and verbal communications
Positive attitude focused on customer satisfaction
Attention to detail
Ability to relate to others in a friendly, courteous, and business-like manner

Nice To Haves

Experience supporting TSA or another Federal Agency is desired but not required.

Responsibilities

Provide customer relationship management to program applicants including performing and conduct queue management based on cases received for vetting program populations including processing cases, emails, phone calls and develop associated queue reports.
Triage cases/tickets.
Complete case management actions according to customer procedures for various vetting program populations, including assisting in applicant information updates to include uploading documents, responding to inquiries and customer service tickets.
Maintain communication with customers and immediately report any issues or concerns to Program Leads.
Work efficiently in a hybrid role from home/office while staying on task.
Perform customer service tasks (e.g., answering telephone calls, typing, filing, scanning, faxing, copying, & correspondence management).
Respond to telephone calls, email, and personnel requests for TSA application support according to customer procedures.
Document, track, and monitor customer problems to ensure a timely resolution.
Use Microsoft Office suite to perform job duties.
Apply internet skills to perform searches and navigate within web sites and other legal research sites as required.
Apply effective listening, customer service, and problem resolution skills.
Courteously handle unsatisfied customers.
Responds to and diagnose problems through discussion with users.
Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
Recommend systems modifications to reduce user problems.