Customer Service Specialist

I

IAP Worldwide Services, Inc

Customer Service Specialist

Bethesda, MD
Full Time
Paid
  • Responsibilities

    As the Customer Service Specialist (CSS) you will provide support and communications to customers from the Customer Service Center. The CSS will work as a single point-of-contact to the broad array of services offered to our customers.

    ESSENTIAL JOB FUNCTIONS:

    • Respond to all telephone, walk-in and electronic inquiries for assistance
    • Enter requests for service into the Service Order Request Database (SORD) and notify the appropriate first responder for action
    • Utilize an automatic call distribution system to receive calls and minimize the time customers wait to connect to a representative
    • Create meeting reservations in the Conference Room Scheduler, scanning the system ensuring no double bookings are created or are addressed immediately
    • Receive and create compound parking permits based upon justifiable need and space availability
    • Coordinate with Conference Room Support personnel to ensure requests for room configurations are communicated and carried out as appropriate
    • Serve as the face of our client to greet customers and answer inquiries professionally and eloquently
    • Capture productivity metrics and submit weekly as requested
    • Perform other ad hoc administrative duties as assigned.

    EDUCATION & EXPERIENCE:

    • High school diploma or GED
    • Excellent communication skills
    • Basic computer skills (MS Word, MS Excel and Lotus Notes)

    KNOWLEDGE & SKILLS:

    • One (1) year recent experience working at a customer service center is desirable
    • Knowledge of IC regulations, policies, practices and procedures
    • Strong interpersonal skills to maintain effective working relationships with team and customers
    • Good oral and written communication skills sufficient to respond to customers’ routine questions in a clear and concise manner
    • Ability to manage own activities and workflow under tight deadlines
    • Ability to apply a strong customer focus orientation to understand customer requirements, suggest and implements solutions
    • Ability to ensure that management, co-workers, customers and stakeholders are kept informed
    • Ability to adapt to changing work requirements and priorities that may require overtime or extended hours

    CLEARANCE:

    • Active Top Secret SCI Clearance with Polygraph

    WORK SCHEDULE:

    • 8:00 a.m. to 4:00 p.m., Monday through Friday. This position also supports two off site customer support offices.

    Intrepid Global Solutions, LLC.

    www.intrepidgs.com

    Intrepid Global Solutions, LLC. (IGS), is a leading international services company that provides a broad spectrum of services and solutions to U.S. and international government agencies, and organizations. As a world-class leader in providing seasoned program management, IGS leverages and integrates its capabilities – IT & Communications, Aviation & Engineering Solutions, Power Solutions, Infrastructure & Logistics - to provide safe, innovative, and reliable solutions to meet customers' diverse and complex challenges.

    Intrepid Global Solutions, LLC. (“IGS” and/or “Company”) and its affiliates, including but not limited to IAP World Services, Inc., and subsidiaries is an EOE, including disability/vets.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

    Required Skills

    Required Experience