Customer Service Representative Hawaii (On Call)

Nakupuna Companies•Honolulu, HI

9d•Onsite

About The Position

Nakupuna Companies is looking to hire a Customer Service Representative - On-Call to work as a call-in to remotely manage and operate the United States Army Garrison Hawaii (USAG-HI), Directorate of Public Works (DPW), Work Reception Desk. The candidate and team are responsible for manning the reception desk phone lines to receive, triage, dispatch, and document daily calls.

Requirements

Organizational and planning skills, excellent communication, customer service and problem-solving skills, Problem analysis, attention to detail and accuracy, solid judgment and decision-making ability, takes initiative and is adaptable and customer oriented.
Candidate must have 3-5 years of relevant execution experience
Dispatching experience preferred
Experience in call tracking applications and customer service practices
Working knowledge of GFEBS preferred
Able to remain organized and balance multiple tasks
Experience with Microsoft Office, including Outlook, Word, Excel, and PowerPoint
Requires a High School Diploma
Must be able to qualify for and obtain a base access pass.
Must be able to obtain a favorable National Security Agency Check (NACI) including a FBI fingerprint check.
Must be a U.S. Citizen.

Nice To Haves

Dispatching experience preferred
Working knowledge of GFEBS preferred

Responsibilities

Support DPW’s Work Reception Desk operations by providing part-time support Monday through Friday 1600 – 0730 on Hawaii Standard Time (HST)
Answer help desk phone line in a timely (within 10 seconds) and courteous manner
Be part of a team that provides part-time dispatch services 24 hours a day including Saturday, Sunday, and Federal Holidays on Hawaii Standard Time (HST)
Screen all incoming calls to determine if the request for service falls under the responsibility of DPW as a maintenance or repair of real property facilities
Initiate Demand Maintenance Orders (DMO) requests received through Army Maintenance (ArMA), by telephone, and e-mail on the same day received.
Ensure the correct facility codes are entered when processing requests
Dispatch all priority one (1) Demand Maintenance Orders (DMOs) within fifteen (15) minutes of receipt.
Dispatch lower priority DMOs within one (1) hour of receipt and enter data into the appropriate database for tracking
Process requests in ArMA and other designated automation systems using the priority one (1) (Emergency), priority two (2) (Urgent) and priority three (3) Routine) standard
Accurately enter all DMOs into General Fund Enterprise Business System (GFEBS)
Maintain a professional and courteous disposition when communicating with all internal and external customers, to include DPW personnel and OMD technicians
Ensure all work accomplished meets all maintenance and repair standards