Customer Service Representative

Amentum; Illinois; Hybrid; USD 33,000 - 40,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) matching

Educational reimbursement

Parental leave

Employee stock purchase plan

Tax-saving options

Job summary

PAE Government Services Inc. seeks a Customer Service Representative to support Argonne BIS in Lemont, IL. This full-time hybrid role blends in-person and work-from-home work, coordinating technician work orders and providing Tier1/service desk support to users.

You will schedule Field Engineers, document incidents in Fresh Service, and maintain knowledge base articles while ensuring user needs and expectations are met. Collaboration with senior management and peers is essential.

Qualifications

• Associates degree is desirable
• Advanced proficiency in Microsoft Suite, Box
• Ability to quickly understand new processes and software applications used by the lab
• A self-directed team player with strong verbal and written communication skills and ability to work well with senior management and peers
• Strong customer service skills; maintain effective relationships with internal and external customers

Responsibilities

• Create work orders for Adds, Moves and Changes (Pinnacle Software)
• Submit Networking Tickets as required
• Ensure that the users' needs and expectations are met.
• Maintain Knowledge Base articles for Telephone Service Support in Fresh Service.
• Manage the work processes associated with provisioning equipment and Work Order Management.
• Update telephone directory listing in the PBX and 911 system
• Receive trouble reports from users and document them in the Laboratory's Incident tracking system (Fresh Service), resolve or forward to the Field Engineers and track to completion.
• Basic trouble shooting in regard to phone equipment, features and voice mail.
• Work on special projects as required.

Skills

Microsoft Suite

Box

Verbal communication

Written communication

Customer service

Team player

Pinnacle Software

Fresh Service

PBX

911 system

Education

Associates degree

Tools

Pinnacle Software

Fresh Service

PBX

911 system

Job description

We are currently seeking a full-time customer service representative to join our Argonne team in Lemont, Illinois. This will be a full-time hybrid in-person and WFH position. The successful candidate will play a crucial role in providing a positive experience for all users at the laboratory and will be responsible for coordinating work orders for our technicians. The successful candidate must be a self-directed team player with strong verbal and written communication skills and the ability to work well with senior management and peers.

Overview

Represents Argonne - Business & Information Systems (BIS) The CSR will provide Tier1/Service Desk support. The CSR will interface with laboratory telephone services users, and will act as a liaison for the users for understanding their needs and document appropriately as Incidents or MAC work orders. The CSR will be responsible for scheduling the work of the Field Engineers related to user requests via Pinnacle (TEMs Software) and conveying scheduling information to the users. The CSR will receive trouble reports from users and document them in the Laboratory's Incident tracking system (Fresh Service), resolve or forward to the Field Engineers and track to completion.

Responsibilities

• Create work orders for Adds, Moves and Changes (Pinnacle Software)
• Submit Networking Tickets as required
• Ensure that the users' needs and expectations are met.
• Maintain Knowledge Base articles for Telephone Service Support in Fresh Service.
• Manage the work processes associated with provisioning equipment and Work Order Management.
• Update telephone directory listing in the PBX and 911 system
• Receive trouble reports from users and document them in the Laboratory's Incident tracking system (Fresh Service), resolve or forward to the Field Engineers and track to completion.
• Basic trouble shooting in regard to phone equipment, features and voice mail.
• Work on special projects as required.

Qualifications

• Associates degree is desirable
• Advanced proficiency in Microsoft Suite, Box
• Ability to quickly understand new processes and software applications used by the lab
• A self-directed team player with strong verbal and written communication skills and ability to work well with senior management and peers
• Strong customer service skills; maintain effective relationships with internal and external customers

Compensation Details

$24hr - $28.84 The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.

Benefits Overview

• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement benefits (including 401(k) matching)
• Educational reimbursement
• Parental leave
• Employee stock purchase plan
• Tax-saving options
• Disability and life insurance
• Pet insurance

Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.

Equal Opportunity Employer

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed, marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal laws and supplemental language at Labor Laws Posters.

Accommodation Request

If you need a reasonable accommodation for any part of the employment process, please complete our Accommodation Request. Requests for accommodation will be considered on a case-by-case basis. If you need assistance, please reach out to [e-mail]