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Customer Service Representative

1 month ago

Norfolk, Virginia, United States Booz Allen Hamilton Full time
Job Summary:

As a Customer Service Representative at Booz Allen Hamilton, you will play a critical role in ensuring the effective and efficient delivery of shared services to internal and external clients. You will provide front-line customer service and support to employees and managers, troubleshooting and resolving issues in a timely and professional manner.

Key Responsibilities:
  • Provide customer service and support to employees and managers, troubleshooting and resolving issues in a timely and professional manner.
  • Perform administrative and transactional activities, including processing life-cycle transactions such as employee data changes, status changes, compensation, and separations.
  • Utilize key customer care technologies, such as telephony and case management, to accurately capture and resolve employee and manager inquiries or determine if escalated support is required.
  • Answer vendor questions in support of the work required to be accomplished.
  • Educate inquiring employees about tools, policies, and processes for the organization, so that they are better informed on how to handle their inquiry more independently.
  • Ensure sensitive information remains confidential and protects personal information when processing all transactions and addressing employee inquiries, in line with the organization's data privacy requirements.
  • Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.
  • Utilize a knowledgebase to answer questions, resolve issues, and complete transactions.
  • Update and correct knowledge articles as appropriate.

Requirements:
  • 2+ years of experience in customer service.
  • Experience with using Microsoft Office programs, including Word, Excel, and Outlook.
  • Ability to work independently and multi-task through to completion.
  • Ability to build strong relationships with COE partners as well as the business sectors to improve delivery.
  • HS diploma or GED.

Preferred Qualifications:
  • Experience working in a Help Desk or Contact Center environment.
  • Experience with Workday, CostPoint, Ivalua, or comparable systems.
  • Experience with applying detailed focus on data and process to ensure data integrity.
  • Ability to use multiple applications and databases in a fast-paced environment.
  • Ability to communicate clearly via email or phone.
  • Possession of excellent listening skills.
  • Possession of strong research and problem-solving skills.
  • Bachelor's degree.