Customer Service Specialist

Amentum•McLean, VA

3d•$34•Onsite

About The Position

Receives customer service calls and work-order requests, via telephone, computer network, or in-person. Enters request data into either a computerized maintenance management system or an automated database. This role involves an eight-hour work schedule, Monday through Friday, with assigned shift coverage between 6 am and 5 pm. The specialist will handle all inbound and outbound calls in an articulate, professional, customer-focused manner, receive and create service/work requests using multiple databases, and research, review, and complete external work requests for non-contracted sites. Additionally, the role requires assembling, formatting, and authoring routine correspondence, photocopying and printing reports, recording daily events, maintaining electronic and manual files, and demonstrating proficient computer use for data management. The specialist will also receive and report employee queries and call-offs, support company safety guidelines, and serve as backup for the Building Operations Specialist if needed. All policies and procedures must be followed, and other duties as assigned.

Requirements

Customer service experience: telephonic, automated, and in-person.
Strong interpersonal skills and ability to communicate in a customer-focused manner.
Ability to adapt to frequent change and a hectic, fast-paced work environment.
Able to communicate clearly and effectively, including orally, over telephone, and in writing, using proper grammar, spelling, and punctuation.
Ability to comprehend written and oral instructions.
Must have reliable transportation.
Must possess and maintain a U.S. government TS/SCI clearance with polygraph.
U.S. Citizenship is required to maintain a TS/SCI clearance with polygraph.
One to three years customer service experience.
One to three years data entry experience.
High School diploma or equivalent, with additional training in the use of computers for data entry, word processing, reporting/spreadsheets, etc.

Nice To Haves

Facilities and operations experience.

Responsibilities

Handle all inbound and outbound calls in an articulate, professional, customer focused manner.
Receive and create service/work requests using multiple databases.
Research, review, and complete all Metro Area external work requests for non-contracted sites (approximately 48 locations).
Assemble, format, and/or author routine correspondence from various files or rough draft format using MS Office applications.
Photocopy and print routine reports and correspondence and distribute to the appropriate personnel.
Record daily events into an electronic log.
Maintain electronic and manual files and resources.
Demonstrate proficient use of computers and computer software for recording, modifying, and tracking data.
Receive and report employee queries and call-offs in accordance with company policies and directives.
Support and contribute to company safety guidelines and regulations through receiving, compiling, and reporting identified hazards, incidents, and injury notifications.
Provide assigned shift coverage between 6am and 5pm.
Serve as backup for the Building Operations Specialist if needed.
Follow all policies and procedures.
Perform other duties as assigned.