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Client Support Specialist

2 months ago

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

Position: Customer Service Representative (TS/SCI with Poly)

Company Overview:

IAP Worldwide Services, Inc. is a premier international contractor that has been delivering a wide range of services and solutions to government entities for over six decades. With a presence in more than 100 locations across 20 countries, we are committed to providing innovative and reliable solutions to meet our clients' complex challenges.

Job Summary:

We are seeking a dedicated Customer Service Representative to provide exceptional support to our clients. This role requires an active TS/SCI clearance with Polygraph.

Key Responsibilities:

  1. Act as the primary point of contact for customer inquiries via phone, in-person, and electronic communications.
  2. Log service requests into the Service Order Request Database (SORD) and ensure timely notification to the appropriate personnel.
  3. Utilize an automated call distribution system to efficiently manage incoming calls and reduce customer wait times.
  4. Coordinate meeting reservations using the Conference Room Scheduler, ensuring no conflicts arise.
  5. Issue and manage parking permits based on necessity and availability.
  6. Collaborate with Conference Room Support to fulfill room configuration requests.
  7. Represent the organization professionally by greeting customers and addressing their inquiries effectively.
  8. Track and report productivity metrics on a weekly basis as required.
  9. Perform additional administrative tasks as assigned.

Qualifications:

Education: High school diploma or GED.

Experience: A minimum of one year of recent experience in a customer service environment is preferred.

Skills:

  • Excellent verbal and written communication abilities.
  • Proficient in basic computer applications, including MS Word and MS Excel.
  • Strong interpersonal skills to foster effective relationships with clients and team members.
  • Ability to manage workload efficiently under tight deadlines.
  • Customer-focused mindset with the ability to understand and address client needs.
  • Adaptability to changing priorities and work requirements.

Security Clearance:

Must possess an active Top Secret SCI Clearance with Polygraph.

Work Schedule:

This position operates Monday through Friday, from 8:00 a.m. to 4:00 p.m., and supports additional off-site customer service locations.