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Customer Service Specialist

2 months ago

Arlington, United States ALEX - Alternative Experts Full time

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Job Type
Full-time

Description

Proven processes. Proven people. Proven performance by a trusted, award-winning solutions provider and partner.

The Customer Service Specialist (CSS) supports the Pentagon Customer Assistance Center (PCAC). The PCAC is often the first stop inside the Pentagon for new employees or visitors. The CSS will provide walk-in and telephone information service to customers who have questions about, or require service from, organizations that serve the Pentagon customer base, to include building tenants and visitors. This is a critical role, as the first impressions count. The ideal candidate is outgoing and capable of working independently, with demonstrated communication skills and the ability to interact professionally with all levels within the organization.

Others duties include:

  • Updating, utilizing, and managing multiple government-based systems to include a computerized Knowledge Database within Maximo that supports the PCAC, its customers, and government counterparts, and the DoD Global Address Listing in MS Outlook.
  • Managing customer interactions with subject matter expertise of the Pentagon facility, available services, and building amenities to ensure the customers are supported within the PCAC service level standard.
  • Responsible for escorting customers needing access to the Hall of Heroes media room; always ensure proper use of the equipment while the room is in use, and room has been secured at the completion of the session.
  • Maintaining subject matter expertise of the Standard Operating Procedures (SOPs), any changes, and provide recommendations for changes (when applicable) to improve support of the PCAC customers.
  • Ensuring all customer interactions are recorded in Maximo accurately and according to current PCAC standard operation instructions.
  • Managing the Special Events calendar by ensuring accurate scheduling, reservation, and permit initiation in accordance with office policies and procedures.
  • Managing the Pentagon bulletin boards throughout the reservation by ensuring the approved posters are affixed and removed in accordance with the dates indicated on the approved permit.
  • Responsible for ensuring document compliance by reviewing PCAC supported, permits, and other documents for completeness and compliance with approved policies and procedures.
  • Responsible for documenting and managing all correspondence with visitors and customers regarding the status and logistics of permits and special events.
Requirements
  • Minimum three (3) years' experience in providing customer service support for an organization(s) of a similar significance and stature as the Department of Defense (DoD); DoD preferred.
  • Ability to think critically, be self-motivated, and deal with large amounts of ambiguity.
  • Strong organizational, communication, and interpersonal skills.
  • Must be able to navigate the Pentagon Reservation within 60 days and may be required to walk long distances.
  • Familiar with the rank and precedence of the military services, DoD senior executive service and other government agencies.
  • Ability to communicate effectively with DoD senior executive management and other government personnel.
  • Utilize government CAC enabled computers and software to perform the duties required to maintain the high-level of service and support of the WHS mission.
  • Intermediate to advanced experience in Microsoft Office Suite (Word, PowerPoint, Excel, and Access) with ability to independently create, enter, save, retrieve, edit, copy, paste, file and present text, presentations, and spreadsheets.

Education, Certifications, and Clearance

  • High School Diploma
  • Ability to obtain and maintain a Public Trust

About Us. Founded in 1987 and headquartered in Marshall, VA, ALEX - Alternative Experts, LLC (ALEX) is an ISO 9001:2015-certified Woman Owned Small Business (WOSB) that's changing the way government does business by delivering a powerful, industry-leading array of core services to help its clients achieve mission-critical objectives. ALEX provides a variety of benefits designed to help meet the needs of our employees. See a summary of ALEX's Employee Benefits for more information.

ALEX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability. Applicants must be able to perform the essential functions of the job.

Reasonable accommodations will be made to allow employees to meet the essential functions of the job unless those accommodations cause undue hardships to the employer. To request a reasonable accommodation, contact the Human Resources Department at humanresources@alexinc.com.