As the Customer Service Specialist (CSS) you will provide support and communications to customers from the Customer Service Center. The CSS will work as a single point-of-contact to the broad array of services offered to our customers.Essential Job Functions:
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 FSP Poly)
Work Schedule8:00 a.m. to 4:00 p.m., Monday through Friday. This position also supports two off site customer support offices.Intrepid Global Solutions, LLC.www.intrepidgs.comIntrepid Global Solutions, LLC. (IGS), is a leading international services company that provides a broad spectrum of services and solutions to U.S. and international government agencies, and organizations. As a world-class leader in providing seasoned program management, IGS leverages and integrates its capabilities – IT & Communications, Aviation & Engineering Solutions, Power Solutions, Infrastructure & Logistics - to provide safe, innovative, and reliable solutions to meet customers' diverse and complex challenges.Intrepid Global Solutions, LLC. (“IGS” and/or “Company”) and its affiliates, including but not limited to IAP World Services, Inc., and subsidiaries is an EOE, including disability/vets.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Required SkillsRequired Experience
