Customer Service Representative

1 month ago

Bethesda, United States IAP Worldwide Services, Inc. Full time

** Customer Service Representative (TS/SCI with Poly)**

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Customer Service

Bethesda, MD ID: 7844 Full-Time/Regular

**IAP has an IMMEDIATE need for a Customer Service Representatives to support our Customer in Bethesda, MD and McLean, VA. An ACTIVE TS/SCI w/Poly is required.**

********Essential Job Functions:********

The Customer Service Specialist (CSS) provides support and communications to customers from the Customer Service Center. CSS work is to provide a single point-of-contact to the broad array of services offered to our customers.

* Respond to all telephone, walk-in and electronic inquiries for assistance

* Enter requests for service into the Service Order Request Database (SORD) and notify the appropriate first responder for action

* Utilize an automatic call distribution system to receive calls and minimize the time customers wait to connect to a representative

* Create meeting reservations in the Conference Room Scheduler, scanning the system ensuring no double bookings are created or are addressed immediately

* Receive and create compound parking permits based upon justifiable need and space availability

* Coordinate with Conference Room Support personnel to ensure requests for room configurations are communicated and carried out as appropriate

* Serve as the face of our client to greet customers and answer inquiries professionally and eloquently

* Capture productivity metrics and submit weekly as requested

* Perform other ad hoc administrative duties as assigned.

* **Education & Experience:**

* High school diploma or GED

* Excellent communication skills

* Basic computer skills (MS Word, MS Excel and Lotus Notes)

**Preferred Knowledge & Skills:**

* One (1) year recent experience working at a customer service center is desirable

* Knowledge of IC regulations, policies, practices and procedures

* Strong interpersonal skills to maintain effective working relationships with team and customers

* Good oral and written communication skills sufficient to respond to customers routine questions in a clear and concise manner

* Ability to manage own activities and workflow under tight deadlines

* Ability to apply a strong customer focus orientation to understand customer requirements, suggest and implements solutions

* Ability to ensure that management, co-workers, customers and stakeholders are kept informed

* Ability to adapt to changing work requirements and priorities that may require overtime or extended hours

**Security Clearance:**

* Active Top Secret SCI Clearance with Polygraph Customer Service Representative (TS/SCI with Poly)

**Work Schedule**

8:00 a.m. to 4:00 p.m., Monday through Friday. This position also supports two off site customer support offices.

IAP Ingenuity and Purpose

A leading international government contractor for more than 60 years, IAP provides a broad spectrum of services and solutions to U.S. and international government agencies, and organizations. A world-class leader in providing seasoned program management, IAP leverages and integrates its capabilities to provide safe, innovative, and reliable solutions to meet customers' diverse and complex challenges. IAP's corporate headquarters is located in Cape Canaveral, FL, and operates in over 100 locations in 20 countries worldwide. IAP also maintains offices in Panama City, FL, Virginia, the United Kingdom, and the Middle East.

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