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:
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The Customer Service Specialist (CSS) provides support and communications to customers from the Customer Service Center. CSS work is to provide a single point-of-contact to the broad array of services offered to our customers.
- 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)
Preferred 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
Security Clearance:
- Active Top Secret SCI Clearance with Polygraph – Customer Service Representative (TS/SCI with Poly)
Work Schedule
8:00 a.m. to 4:00 p.m., Monday through Friday. This position also supports two off site customer support offices.
IAP - Ingenuity and Purpose
www.iapws.com
As a leading international services company for more than 65 years, IAP Worldwide Services, Inc. (IAP) provides a broad spectrum of services and solutions to U.S. and international government agencies, and organizations. IAP is a world-class leader in providing Program Management, IT & Communications, Aviation & Engineering Solutions, Power Solutions, and Infrastructure & Logistics to provide safe, innovative, and reliable solutions to meet customers' diverse and complex challenges.
IAP 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 orig
Required Skills
Required Experience
