Helpdesk Analyst / Family Assistance Representative
About The Position
JCS Solutions LLC (JCS) is seeking a Helpdesk Analyst to support the Arlington National Cemetery Customer Service Center. The Helpdesk Analyst serves as the initial point of contact for family members, veterans, active-duty service members, funeral homes, government agencies, and members of the public seeking information and assistance related to Arlington National Cemetery services and operations. This position requires exceptional customer service skills, empathy, professionalism, and the ability to assist individuals during sensitive and emotional circumstances. The successful candidate will provide accurate information, document inquiries, coordinate responses, and ensure every interaction is handled with compassion, dignity, and respect. This position offers an opportunity to support a mission that directly serves our nation's veterans and their families while working in a collaborative, high-performing environment.
Requirements
- Must be a U.S. Citizen.
- Must possess a Secret Security Clearance.
- Minimum of two (2) years of customer service, contact center, hospitality, administrative support, family assistance, or related experience.
- Excellent verbal and written communication skills.
- Ability to work effectively with individuals experiencing grief, stress, or emotional situations.
- Strong attention to detail and organizational skills.
- Proficiency with Microsoft Office applications.
- Ability to accurately document and maintain records.
- Demonstrated ability to manage multiple tasks in a fast-paced environment.
- High School Diploma or equivalent required.
Nice To Haves
- Previous experience supporting military personnel, veterans, or military families.
- Experience in a customer contact center, call center, or public service environment.
- Experience using Microsoft Dynamics 365 or other case management systems.
- Familiarity with Department of Defense or federal government operations.
- Associate's or Bachelor's degree.
- Bilingual communication skills.
Responsibilities
- Serve as the primary point of contact for family members, veterans, military personnel, funeral homes, government agencies, and the general public.
- Respond to inquiries received through telephone, email, fax, and other communication channels in a professional, courteous, and timely manner.
- Handle sensitive and emotional conversations with empathy, patience, and professionalism.
- Research inquiries and utilize established procedures and knowledge resources to provide accurate information and guidance.
- Document all customer interactions, case notes, and supporting documentation within the case management system.
- Maintain and update customer records as new information is received.
- Escalate inquiries to appropriate government officials or subject matter experts when required.
- Provide information regarding Arlington National Cemetery services, procedures, visitation, scheduling, eligibility requirements, and related programs.
- Ensure compliance with privacy and sensitive information handling requirements.
- Assist with case tracking and follow-up activities to ensure timely resolution of customer inquiries.
- Work under the direction of the Team Lead and perform other duties as assigned.
Benefits
- Health, dental, and vision insurance
- Life insurance
- Short-and-long term disability
- Paid time off (PTO)
- 401k retirement plan with employer match
- Annual Professional Development Reimbursement Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
