Customer Service Professional, Mid

Phase2 Technology; Norfolk (VA); On-site; USD 48,000 - 98,000; Full time

Job summary

Booz Allen Hamilton is hiring a Customer Service Professional, Mid to support the Shared Services Delivery Hub in the United States. You will guide new hires from day one through their training, help set up desks, resolve log-in issues, and collaborate with the Delivery Hub Training team to create and update training materials.

You will also handle escalated Help Desk tickets, educate staff on policies, and maintain knowledge bases, while ensuring data privacy and compliance throughout all

Qualifications

• Experience with monitoring, guiding, training, and directing new staff through a training program.

Responsibilities

• Act as the New Hire first day greeter.
• Act as the New Hire Coordinator to ensure desk ready and resolve log-in issues.
• Collaborate with Delivery Hub Training for training creation and updates.
• Deliver or coordinate delivery of all New Hire training.
• Assess New Hire progress and provide feedback to leads with training recommendations.
• Manage CCR training calendar and schedule adjustments.
• Create, update and maintain CCR training materials.
• Provide small group refresher training for New Hires and CCRs.
• Support front-line CCRs on non-IT related issues.
• Educate customers on tools, policies, and processes.
• Assist in diagnosing, resolving, or escalating complex issues quickly.
• Back up CCR Leads with floor support.
• Manage the ticketing queue and address misrouted tickets to minimize routing errors.
• Apply principles and industry knowledge; work independently with some guidance.
• Ensure confidentiality and compliance with laws and data privacy requirements.
• Update and correct knowledge articles as appropriate.

Skills

New hire training coordination

Microsoft Office

Independent work

Relationship building

HS diploma or GED

Education

HS diploma or GED

Tools

Workday

Costpoint

Ivalua

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Job Number: R0247565

Customer Service Professional, Mid

The Opportunity:

As a professional in Shared Services, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight into Shared Services performance.

Your main function will be to assist new hires from day one until they are self-sufficient through their entire training timeframe. You will ensure that new hires are greeted day one, help set up their desk, assist with any log-in or access issues during their first days, collaborate with the Delivery Hub Training team to assist in developing and updating new hire training, assess and submit feedback of daily new hire progress, and provide small group refresher to new hires and existing employees. You'll be responsible for managing all training efforts from creation, delivery, and maintenance. During down time, you will also be providing support for escalated Help Desk tickets from employees and vendors within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer's satisfaction before it is closed. You'll educate and provide policy guidance on all inquiries. Due to the nature of work performed within this facility, U.S. citizenship is required.

How You'll Contribute:

• Act as the New Hire first day greeter

• Act as the New Hire Coordinator and ensure that each new hire's desk is ready for day one, assist with log-in issues and access issues

• Collaborate with the Delivery Hub Training team for New Hire training creation and updates

• Deliver or coordinate the delivery of all New Hire training

• Assess and provide New Hire progress feedback to leads along with recommendations of where further training may be needed

• Responsible for managing CCR training calendar and schedule adjustments as needed

• Responsible to create, update and maintain existing CCR training materials

• Collaborate with POCs on COE driven training

• Provide small group refresher training for both New Hires and existing Customer Care Representatives (CCRs)

• Provide support to the front-line Customer Care Representatives (CCRs) on non-IT-related issues

• Educate inquiring customers about tools, policies, and processes for the organization so that they are better informed on how to handle their inquiries independently.

• Assist in diagnosing, resolving, or escalating complex issues quickly and efficiently that may require deeper knowledge and expertise.

• Back up CCR Leads by providing floor support, interaction, and assistance directly with the CCRs when needed

• Manage the ticketing queue for the team as needed.

• Identify the misrouted ticket root cause and collaborate with other leads on efforts to minimize routing errors.

• Apply specific principles, theories, concepts, and working or general industry knowledge.

• Work independently with some guidance, and review or guide activities of more junior employees.

• Ensure sensitive information remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organization's data privacy requirements.

• Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.

• Update and correct knowledge articles as appropriate.

Ready to build the future of shared delivery for the better?

Join us. The world can't wait.

You Have:

• Experience with monitoring, guiding, training, and directing new staff through a training program

• Experience with using Microsoft Office programs, including Word, Excel, and Outlook

• Ability to work independently and multi-task through to completion

• Ability to build excellent relationships with COE partners and the business sectors to improve delivery

• HS diploma or GED

Nice If You Have:

• Experience as a Training Facilitator or Coordinator

• Experience with working in a Help Desk or Contact Center environment

• Experience with systems such as Workday, Costpoint, or Ivalua

• Experience with applying a detailed focus on data and processing to ensure data integrity

• Ability to contribute to the ideation of automation and AI technologies to improve efficiency and effectiveness of training

• Ability to use multiple applications and databases in a fast-paced environment

• Ability to communicate clearly via email or phone

• Possession of excellent listening, research, and problem-solving skills

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $48,000.00 to $98,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen's total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.

Work Model

Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.

• Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.

• Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.