Customer Service Specialist

To provide customer support services and service call functions under 24 hours a day, 7 days a week operation to receive work requests, including 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 addressed. 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 in 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 of 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, pivot tables and charts, perform data analysis, and build effective presentations. Must have the 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 Government or military personnel. Flexibility in work schedule is required due to some mission situations that 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.

Work Environment, Physical Demands, and Mental Demands:
Typical office environment with no unusual hazards, occasional lifting up to 20 pounds, constant sitting while using the computer terminal, constant use of sight abilities while reviewing documents, constant use of speech/hearing abilities for communication, constant mental alertness, must possess planning/organizing skills, and must be able to work under deadlines. Must have the ability to work well with others, including the Government.