Management Consultant
1 day ago
Swingtech Consulting, Inc. is a leading provider of technology and management consulting services to the federal, state, and local government. Our team of skilled and certified consultants helps clients achieve success with effective, created, and rapidly executed solutions.
Job SummaryWe are seeking a highly motivated and detail-oriented Case Management Analyst to join our team. As a Case Management Analyst, you will be responsible for providing customer relationship management to program applicants, performing queue management, and developing associated queue reports.
Key Responsibilities- Provide customer relationship management to program applicants, including performing and conducting queue management based on cases received for vetting program populations.
- Triage cases/tickets and complete case management actions according to customer procedures for various vetting program populations.
- Maintain communication with customers and immediately report any issues or concerns to Program Leads.
- Work efficiently from home while staying on task and perform customer service tasks, such as answering telephone calls, typing, filing, scanning, faxing, copying, and correspondence management.
- Respond to telephone calls, email, and personnel requests for customer application support according to procedures.
- Document, track, and monitor customer problems to ensure a timely resolution.
- Use Microsoft Office suite to perform job duties and apply internet skills to perform searches and navigate within web sites and other legal research sites as required.
- Apply effective listening, customer service, and problem resolution skills and courteously handle unsatisfied customers.
- Responds to and diagnose problems through discussion with users and ensure a timely process through which problems are controlled.
- Bachelor's degree (BA or BS) and 1+ years' experience in supporting a call center/case management environment providing Tier II or Tier III support to address issues escalated from lower levels.
- Experience using Microsoft Calendar/Outlook, Word, Excel, PowerPoint, and Adobe Acrobat.
- Possession of or ability to obtain a DHS Public Trust clearance and reliable, strong internet and WiFi connectivity in a home office environment.
- Ability to reach the client's Springfield, VA facility by car once a week - no travel reimbursement offered.
Swingtech Consulting, Inc. is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment.
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