Customer Assurance Specialist

3 weeks ago

Oklahoma City, United States Federal Aviation Administration Full time

Summary

This position will be filled within the FAA, Logistics Center, AJW-L210 and serve as a Customer Assurance Specialist (CAS) for the FAA Logistics Center Quality Systems Group, Customer Service Branch help desk.

Duties

Performs basic but progressively more difficult customer service assignments under the close direction of manager, team lead or more experienced professional. Applies basic knowledge applicable to customer assurance and limited experience to accomplish assignments. Serves as focal point for the customer to capture and resolve customer requisition request, complaints, concerns, inquires and disaster recovery efforts. In some cases, work will involve a hand-off of inquiries to subject matter experts (SME) located throughout the FAALC.

Responsible for tracking input through resolution in accordance with the ISO 9001 Quality Management System utilizing a wide variety of applications (Microsoft Office Suite or an automated inventory system). Typical assignments may include: collecting and recording data/ information; conducting research; identifying problems; and assisting higher-level professionals in day-to-day operations. Coordinates with a manager, project/program manager, team leader or more experienced professional to plan time and use assigned resources to accomplish tasks.

Contacts are primarily internal to the organizational unit with a manager and other employees to share information, provide data and/or written analyses and discuss the status of assignments. Contacts also include customers and other external parties on routine matters such as gathering information, explaining regulations and discussing customers' situations.

Established policies/procedures provide detailed guidance for almost all assignments, with little or no room for discretion. Works under detailed instructions provided by the manager, team leader, or more experienced professional. Regularly refers problems and work issues to a manager, project/program manager, team leader or more experienced professional for guidance. Work is reviewed regularly during assignments and at completion to ensure timeliness and all aspects of quality. lncumbent will be required to work rotating shifts, weekends, holidays, or rotating days off. This position is identified as essential personnel. Operational requirements will require the incumbent to work the second shift as needed.

Incumbent will be required to work rotating shifts, weekends, holidays, or rotating days off. This position is identified as essential personnel. Operational requirements will require the incumbent to work the second shift as needed.

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