Customer Service Specialist Full Time

Job Description

To provide perform customer support services service call functions under 24 hours a day, 7 days a week operation to receive work requests to include identifying facility needs, categorizing work, and reviewing work requests. Processes customer orders, questions, and information and provides general clerical support on a USAF contract.

Essential Responsibilities:

• To assist and provide professional and prompt customer support to military, government and contractor personnel as it relates to support service call functions.
• Must be able to fully integrate into the Air Force work task tracking system as it relates to customer service.
• Will be responsible for all work requests to completion and closeout. Follow up with customers and facility managers to ensure facility problems are completed.
• Coordinate routine work and facility inspections with the facility manager or occupant.
• Review service requests, investigate the request, and make recommendations on how to accomplish the work.
• Assist in the process to obtain digging permits, welding permits, and confined space entry permits as required.
• Will assist educating customers on the work request process.
• Will provide operations management support in the following areas: customer service support, service calls, quality of service, customer notification, customer coordination, disruption of services, assisting with base permits, data management, work task initial review, and reporting.
• These areas to be managed will be listed in detail in the work requirements pursuant to the contract. Other duties as assigned.

Minimum Position Knowledge, Skills and Abilities Required:

REQUIRED QUALIFICATIONS & EXPERIENCE:

• Must be able to obtain and maintain a SECRET US Government Clearance. (Note: US Citizenship is required to obtain a SECRET Clearance.)
• At least two years customer service experience are required; including data entry skills, and proficiency with MS Word, Excel, and database software.
• Knowledge of civil engineering workflow, job, and work order scheduling processes. Ability to communicate effectively, both orally and in writing.
• Ability to manipulate data, use MS Excel macros and formulas, pivots tables and charts, perform data analysis, and build effective presentations.
• Must have ability to write routine reports and correspondence to management and/or the military. Ability to adapt to frequent change and a fast-paced work environment.
• Strong interpersonal skills and ability to deal with others in a positive, customer-focused manner.
• Experience with working and communicating with the Government or military personnel.
• Flexibility in work schedule is required due to some mission situations may require working after normal duty hours or night shift duty.

REQUIRED EDUCATION:  A minimum of a high school diploma or equivalent.

PREFERRED QUALIFICATIONS: Knowledge of Civil Engineering’s NexGen IT system, Standard Base Supply System (SBSS), DEAMS, and data entry processing systems is highly desired.