Customer Service Specialist

VETERANS FIRST INITIATIVE LLC; Oak Ridge (TN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Employer paid life insurance

Short-term disability insurance

Long-term disability insurance

Retirement plans with employer 100%

Paid time off

Holidays

Opportunity for advancement

Respectful and collaborative work env

Job summary

Veterans First Initiative, LLC (VFI) seeks a Customer Service Specialist - Service Order Dispatcher (SCA) to manage service orders and trouble tickets from start to finish in Oak Ridge, TN. You will coordinate with technicians, ensure accurate data in the TMS, and maintain billing details for reporting.

The role requires strong communication, time management, and a background in call centers or professional environments.

Qualifications

• Two years of experience in a call center, office, or other professional environment with defined work processes designed to support customer/end user requests and requirements.
• Telecommunications Lifecycle Knowledge: An understanding of voice and data telecommunications and IT environments.
• Strong communication skills (oral and written), strong interpersonal and organizational skills, and a consistently professional demeanor.
• Strong time management skills, with the ability to take ownership and complete assigned tasks.

Responsibilities

• Receive and support Service Order requests (SO) and Trouble Tickets (TT) from start to finish.
• Receive SO requests and trouble calls from users concerning equipment and/or services, record the information in the TMS, and dispatch technical personnel to perform the work and/or resolve issue(s).
• Follow up with users to ensure work was performed and/or services were fully restored to users’ satisfaction.
• Support and maintain data integrity within the TMS by performing follow-up quality reviews of work requests, trouble tickets, and other recorded incidents.
• Ensure call detail records are maintained to the individual number, including E-911 ANI/ALI information.
• Provide audio conferencing support, to include the scheduling of conference bridge sessions on behalf of users, through the government-furnished conferencing software.
• Assist end users as needed for calls that go beyond the local calling rate area and capture billing data.
• Perform ‘Emergency Call Trace’ upon request by authorized personnel.
• Produce TMS recurring and ad-hoc billing and ‘call detail’ reports.
• Adhere to the established DOE Cybersecurity program and other standards and programs currently in force on the ORR.
• Evaluate, suggest, and support initiatives designed to improve TMS functionality and/or work process efficiency.

Skills

Call center experience

Telecom lifecycle knowledge

Excellent communication

Time management

Job description

Job Details

Job Location: Oak Ridge - Oak Ridge, TN, Salary Range: Undisclosed, Customer Service Specialist - Service Order Dispatcher (SCA)

Status: Full-time, Onsite

Location: Oak Ridge, TN

Schedule: Monday – Friday, 07:00 – 4:00 pm or 8:00 am – 5:00 pm

Travel: Minimal, less than 5%

Note: All candidates must pass a background check and be capable of obtaining an uncleared PIV card from the US Department of Energy. This position is subject to the Service Contract Act, wage determination 2015-4643, revision 28 dated 6/4/2025, job code 01320.

Veterans First Initiative, LLC (VFI) is an IT Solutions and Services Integrator that delivers Network, Unified Communications, Information Technology, and Cybersecurity Engineering and Infrastructure Solutions on a global scale. VFI is certified by the US Small Business Administration (SBA) as a Service-Disabled Veteran-Owned Small Business (SDVOSB).

CSC Dispatcher Duties and Responsibilities

• Receive and support Service Order requests (SO) and Trouble Tickets (TT) from start to finish.
• Receive SO requests and trouble calls from users concerning equipment and/or services, record the information in the TMS, and dispatch technical personnel to perform the work and/or resolve issue(s).
• Follow up with users to ensure work was performed and/or services were fully restored to users’ satisfaction.
• Support and maintain data integrity within the TMS by performing follow-up quality reviews of work requests, trouble tickets, and other recorded incidents.
• Ensure call detail records are maintained to the individual number, including E-911 ANI/ALI information.
• Provide audio conferencing support, to include the scheduling of conference bridge sessions on behalf of users, through the government-furnished conferencing software.
• Assist end users as needed for calls that go beyond the local calling rate area and capture billing data.
• Perform ‘Emergency Call Trace’ upon request by authorized personnel.
• Produce TMS recurring and ad-hoc billing and ‘call detail’ reports.
• Adhere to the established DOE Cybersecurity program and other standards and programs currently in force on the ORR.
• Evaluate, suggest, and support initiatives designed to improve TMS functionality and/or work process efficiency.

Required Qualifications

• Two years of experience in a call center, office, or other professional environment with defined work processes designed to support customer/end user requests and requirements.
• Telecommunications Lifecycle Knowledge: An understanding of voice and data telecommunications and IT environments.
• Strong communication skills (oral and written), strong interpersonal and organizational skills, and a consistently professional demeanor.
• Strong time management skills, with the ability to take ownership and complete assigned tasks.

Desired Qualifications

• Successful candidates should be detail oriented, with strong problem-solving skills and the ability to anticipate and provide solutions that result in improved customer service.
• Open to the implementation of new technologies and initiatives to improve work efficiency, speed of service, and customer satisfaction.
• Experience with telecommunications billing and carrier invoice reconciliation.
• Knowledge of and experience with:
• TMS and/or IT Management System documentation and organization.
• Industry best practices, including application and network security.

Potential for Telework

Based on customer needs.

VFI offers competitive compensation, comprehensive benefits packages including medical, dental, vision, employer paid life, short-term, and long-term disability insurance, retirement plans with employer contributions, paid time off, holidays, opportunity for advancement, and a respectful and collaborative work environment.

VFI is an equal opportunity employer and makes employment decisions without regard to race, religion, national origin, color, gender/gender identity, sexual orientation, disability or protected veteran status.