Customer Service Representative II

Customer Service Representative II

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

The Customer Service Representative II operates under the direct supervision of the Personal Property Processing Office Outbound/Inbound Lead with oversight by the PPPO Supervisor. Requires a working knowledge of transportation entitlements under the provisions of the Joint Travel Regulation (JTR). Provide World Class Customer Service. Requires working knowledge of the Defense Transportation Regulation (Part IV). Customer Service Representative II will listen to, receives, and resolve complaints. Will be required to have a working knowledge of the office unit in order to effectively assist customers as they call in for query updates, and general questions as it pertains to setting up their household goods for transportation. Collects and distributes mail and messages. Prepares and maintains filing system for required documents. May also type and perform other routine clerical work, such as data entry & document processing.

This position description is subject to change at any time as needed to meet the requirements of the program or company.

Major Job Activities

• Complete several repetitive clerical steps performed in a prescribed or slightly varied sequence.
• Monitor emails, and route and book Que.
• Requires familiarity with the terminology of the office unit.
• Selects appropriate methods from a wide variety of procedures or makes simple adaptations and interpretations of a limited number of substantive guides and manuals.
• Refer problems not solvable by adapting or interpreting substantive guides, manuals, or procedures. Typical.
• Accessing databases to retrieve and/or record information such as customer complaints or orders.
• Responsible for responding to escalated and more complex inquiries on a broader scope of topics. Tasks may require simple adaptation and interpretation of provided reference materials.
• Other duties may be assigned to meet organizational/operational objectives.
• Job duties and responsibilities may change due to contractual requirements.

Working Environment

• Hold and maintain a valid drivers license
• Must be able to multitask.
• Function in an office environment in a stationary position approximately 75 percent of the time or more.
• Must be able to wear Personal Protective Equipment (PPE).

Physical Activities

• Must be able to lift at least 50 pounds
• Telephone, email, and face to face interaction with customers.
• Perform other duties as required that may involve working overtime, weekends, flexible hours and holidays.

Qualifications Minimum Qualifications:

• High School Diploma
• Must be able to read and write proficiently in English
• Specific contractual requirements regarding education and experience prevail where applicable.
• Ability to work independently with little direction or supervision.
• Proficiency with MS Office Suite (Word, Excel, PowerPoint, Access, Project, SharePoint, and other software programs) to assist with special projects.
• Must have a valid REAL ID State Drivers License with no restrictions.
• Must be able to obtain and maintain a Common Access Card (CAC).
• Must be able to obtain and maintain a NACI Tier 1 Public Trust.
• Must be able to provide proof of U.S. Citizenship, such as a birth certificate or a U.S. Passport.
• Must be able to maintain driving privileges aboard the Fort Bragg Installation.

Experience:

• 1-year of related job experience, preferred.
• Effective organizational, analytical, written and verbal communication skills.
• Customer service experience is required.
• Six months administrative background within an office setting (multi-functional work environment).
• Knowledge and an understanding of the Army Personal Property Shipping Office duties, preferred.

Skills:

• Six months administrative background within an office setting (multi-functional work environment) preferred
• Reliable, able to be at work on time and complete assigned missions daily, able to learn new regulations and cooperate with team members to come up with best practices and systems

Supervisory/Budget Responsibilities:

• N/A
• Position is required to work up under the PPSO Outbound/Inbound Lead Counselor and the PPSO Supervisor, giving general information to the customer face to face, via email, telephone or both.

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.

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