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Customer Service Specialist

Company: IAP Worldwide Services, Inc
Location: Bethesda
Posted on: March 17, 2023

Job Description:

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:

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

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 SkillsRequired Experience

Keywords: IAP Worldwide Services, Inc, Bethesda , Customer Service Specialist, Other , Bethesda, Maryland

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