ServiceSource is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.
If accommodation is needed in the application process, arrangements can be made with the local regional office http://www.servicesource.org/contact-us.We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.
PAY TRANSPARENCY POLICY STATEMENT:
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information
This position is responsible to provide effective customer service and achieve customer satisfaction by delivering services in a professional, courteous, and timely manner for our National Geospatial-Intelligence Agency (NGA) West Base Operations Support Contract.
The position will be responsible for supervising and training personnel for the opening, reviewing and submitting work orders to be closed.
Receive and process work request and work orders in accordance with contract. Coordinate late work alibis with responsible managers and ensure Archibus is current and up-to-date.
Update labor and other costs daily. Run Archibus reports and provide lists of open work lists to managers and supervisors daily.
Remain active in coordinating day to day activities of the branches technicians, including, but not limited to: dispatching technicians to customer locations; communicating with technicians on any work order questions; ensure that paperwork is completely in a timely and accurate manner
Additional Duties and Responsibilities:
Properly classify requests.
Ensure all emergency work requests are immediately routed to area of responsibility and routine requests are routed within 60 minutes of receipt. Handle inbound customer and technician phone calls, requests, and initial complaints. Monitor work in progress and insure that work orders are closed in a timely manner.
Enter required CMMS information within 5 days of work completion. Schedule Preventative Maintenance appointments with customers Participate in the answering of incoming service calls. Effectively supervisor employees assigned to the position.
Provides exemplary customer services by responding to requests in professional and timely manner and displaying a positive demeanor. Provide monthly productivity reports and assist business managers in development of improved customer service procedures. Other duties assigned by supervisor.
Education, Experience, Certifications and Licensures: Must have 2-3 years of direct experience.
A high school diploma is required or equivalent. Must successfully pass all pre employment background screening requirements to include pre employment drug screening. Will be subject to a U.S.
Government background check/investigation. Must hold or be able to obtain and maintain a Top Secret/SCI clearance with possible Polygraph.
Knowledge, Skills and Abilities: Customer service oriented and be able to work efficiently in a fast-paced environment.
Work well independently and as a contributing member of a team High level of integrity and personal accountability. Ability to follow directions Reliable Ability to read and comprehend simple instructions, short correspondences, and memos, labels and numbers Ability to effectively present information in one-on-one and small group situation to customers, clients, and other employees of the organization. Excellent customer service skills, verbal and written skills and ability to accept and follow directions.
Basic typing skills; Working knowledge of Microsoft Office (Word, Excel, Outlook). Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to define problems and provide solutions. Ability to multi-task, organize, prioritize and meet deadlines on a daily basis. Maintain a high level of performance with limited supervision.
Physical Demands: While performing the duties of this job, the employee is regularly required to talk, hear and respond to customers and employees.
The employee frequently is required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to walk, and sit. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The ability to travel in support of the Organization's mission.
Work Environment: While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually quiet.