Helpdesk & Family Support Specialist

JCS Solutions LLC

Springfield (VA)

On-site

USD 29,000 - 50,000

Full time

4 days ago

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

PTO

401k with employer match

Professional development reimbursement

Job summary

JCS Solutions LLC is seeking a Helpdesk Analyst to support the Arlington National Cemetery Customer Service Center in Springfield, VA. You will be the first point of contact for families, veterans, and the public, delivering accurate information with empathy and professionalism in sensitive situations.

Responsibilities include documenting inquiries, coordinating responses, and maintaining case records in our system.

Qualifications

Two years of customer service, contact center, hospitality or related experience.
Excellent verbal and written communication skills.
Ability to work with individuals experiencing grief, stress, or emotional situations.
Proficiency with Microsoft Office applications.
U.S. Citizenship and Secret Security Clearance required.

Responsibilities

Serve as the primary contact for families, veterans, and the public.
Respond to inquiries via phone, email, fax, and other channels in a professional manner.
Handle sensitive conversations with empathy and professionalism.
Document all interactions and case notes in the case management system.
Maintain and update customer records as information changes.
Escalate to appropriate officials when needed.
Provide information on Arlington National Cemetery services and procedures.
Ensure privacy and sensitive information handling compliance.
Assist with case tracking and follow-up to resolve inquiries.
Work under Team Lead direction and perform other duties.