Lead Customer Service Center Representative

Fluor Corporation Denver , CO 80208

Posted 2 weeks ago

Job Description:

  • Must have an active (or ability to obtain and maintain) TS/SCI with CI Polygraph


Under the direction of the Consolidate Service Center (CSC) Supervisor, the CSC Lead is responsible for daily operations related to customer service, personnel management, classified reproduction of materials, courier services, inbound and outbound small parcel, Global Maritime Transportation System (GMTS) booking, consumable supply management, classified material destruction, and oversight of the Facilities Help Desk.


This position serves as a working Lead, responsible for overseeing daily operations within the CSC and the leadership of personnel assigned to the area. Additional tasks deemed necessary for this role may be assigned later by the CSC Supervisor and/or Logistics Manager.

Daily support to include but not limited to all following task:

  • Work independently, or as part of a team, to provide world class customer service support

  • Provide customer service and support to multiple organizations within a secure facility

  • Effectively handle conflict resolution and conduct work task prioritization for team

  • Adhere to all site safety policy and procedures; report incidents immediately to supervisor

  • Maintain customer self-service area, equipment, and supplies

  • Greet and handle all customer requests at CSC walk-up desk

  • Provide reproduction, publishing, binding, and other services as directed

  • Receive and transmit both classified and unclassified faxes/scans as directed

  • Sort and distribute any material requiring dissemination to site personnel

  • Provide distribution and/or forwarding of classified packages, equipment, and messages to individuals and organizations onsite

  • Maintain automatic distribution requirements in a government provided database

  • Fulfill customer office supply requisitions

  • Conduct periodic supply inventory activities and submit requisitions to vendor as required

  • Deliver and pick-up all official US Mail and local site parcel as required

  • Provide outbound commercial and/or vendor mail services

  • Ensure all material received corresponds with packing lists

  • Ensure proper handling of all sensitive or classified materials and equipment in accordance with regulatory requirements

  • Perform customer service activities to include but not limited to, answering telephones, communicating with site customers, and following up to ensure work task completion.

  • Resolve document/material discrepancies as required

  • Verify all data received with shipping or transmittal documents

  • Oversee Help Desk Team and ensure quality and timeliness of customer work order request processing

  • Operate classified destruct equipment as directed

  • Provide proper handling controls of electrostatic Discharge (ESD) items

  • Support other elements of the Fluor Logistics Team as directed

  • Seek and make recommendations to supervisor for continuous process improvement

  • Operate government or Fluor owned vehicles and equipment required to complete daily duties

  • Work within an office or warehouse setting

  • Maintain compliance with all applicable policies, procedures, and global standards

  • Meet expectations on attendance and punctuality

  • Promote swift detection and resolution of potential issues at the earliest possible

  • Lead annual and periodical inventories, provide results and reconcile discrepancies

  • Ensure proper handling of all sensitive, classified, and/or hazardous materials and equipment in accordance with regulatory requirements

  • May need to travel to attend to business related matters

  • Perform other duties and responsibilities as assigned.

Preferred Qualifications

  • High School Diploma or equivalent appropriate General

Certificates of Secondary Education or global equivalent,

however four (4) year accredited degree or global equivalent


  • Ability to communicate fluently in English (read, write, and


  • Working toward applicable professional certification(s) or


  • Experience should be primarily in the area of material


  • Good interpersonal and communication skills

  • Good computer and software skills to include the use of

word processing, e-mail, spreadsheets, and electronic

presentation programs

  • Decision making skills
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Lead Customer Service Center Representative

Fluor Corporation