Executive Assistant Customer Service
IAP - Ingenuity and Purpose www.
iapws.
com As a leading international services company for more than 65 years, IAP provides a broad spectrum of services and solutions to US and International Government agencies and organizations.
As a world-class leader in providing seasoned program management, IAP leverages and integrates its capabilities - IT & Communications, Aviation & Engineering Solutions, Power Solutions, Infrastructure & Logistics - to provide safe, innovative, and reliable solutions to meet our customers diverse and complex challenges.
With over 3,000 team members, IAP operates in more than 110 locations in 27 countries worldwide and maintains offices in the Washington DC area, Florida, Maryland, Oklahoma, the United Kingdom, and the Middle East.
Job
Summary:
The Customer Service Specialist provides support and communications to customers from the Customer Service Center.
Employees are scheduled to work during the Customer Service Center's operating hours, which are from 8:
00 am to 4:
00 pm, Monday through Friday.
The position also supports two off-site customer support offices.
CSS work is to provide a single point-of-contact to the broad array of services offered to our customers.
Essential Job Functions:
Responds to all telephone, walk-in, and electronic inquiries for assistance.
Enters requests for service into the Service Order Request Database (SORD) and notifies the appropriate first responder for action.
Utilizes an automatic call distribution system to receive calls and minimize the time customers wait to connect to a representative.
Creates meeting reservations in the Conference Room Scheduler; scans the system to ensure no double bookings are created or are addressed immediately.
Receives and creates compound parking permits based upon justifiable need and space availability.
Coordinates with Conference Room Support personnel to ensure requests for room configurations are communicated and carried out as appropriate.
Serves as the face of our client to greet customers and answer inquiries professionally and eloquently.
Captures productivity metrics and submits weekly as requested.
Performs other ad hoc administrative duties as assigned.
Minimum Requirements:
High school diploma or GED Excellent communication skills Basic computer skills (MS Word, MS Excel and Lotus Notes) Preferred
Qualifications:
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, and suggest and implement 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 - TS/SCI with Poly.
IAP is an EEO/AA/Minority/Female/Disability/Veteran employer.
Required SkillsRequired Experience.
Estimated Salary: $20 to $28 per hour based on qualifications.
iapws.
com As a leading international services company for more than 65 years, IAP provides a broad spectrum of services and solutions to US and International Government agencies and organizations.
As a world-class leader in providing seasoned program management, IAP leverages and integrates its capabilities - IT & Communications, Aviation & Engineering Solutions, Power Solutions, Infrastructure & Logistics - to provide safe, innovative, and reliable solutions to meet our customers diverse and complex challenges.
With over 3,000 team members, IAP operates in more than 110 locations in 27 countries worldwide and maintains offices in the Washington DC area, Florida, Maryland, Oklahoma, the United Kingdom, and the Middle East.
Job
Summary:
The Customer Service Specialist provides support and communications to customers from the Customer Service Center.
Employees are scheduled to work during the Customer Service Center's operating hours, which are from 8:
00 am to 4:
00 pm, Monday through Friday.
The position also supports two off-site customer support offices.
CSS work is to provide a single point-of-contact to the broad array of services offered to our customers.
Essential Job Functions:
Responds to all telephone, walk-in, and electronic inquiries for assistance.
Enters requests for service into the Service Order Request Database (SORD) and notifies the appropriate first responder for action.
Utilizes an automatic call distribution system to receive calls and minimize the time customers wait to connect to a representative.
Creates meeting reservations in the Conference Room Scheduler; scans the system to ensure no double bookings are created or are addressed immediately.
Receives and creates compound parking permits based upon justifiable need and space availability.
Coordinates with Conference Room Support personnel to ensure requests for room configurations are communicated and carried out as appropriate.
Serves as the face of our client to greet customers and answer inquiries professionally and eloquently.
Captures productivity metrics and submits weekly as requested.
Performs other ad hoc administrative duties as assigned.
Minimum Requirements:
High school diploma or GED Excellent communication skills Basic computer skills (MS Word, MS Excel and Lotus Notes) Preferred
Qualifications:
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, and suggest and implement 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 - TS/SCI with Poly.
IAP is an EEO/AA/Minority/Female/Disability/Veteran employer.
Required SkillsRequired Experience.
Estimated Salary: $20 to $28 per hour based on qualifications.
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