Customer Service Specialist

Role overview

Essential responsibilities

• Support military, government, and contractor personnel promptly and professionally.
• Receive, categorize, review, track, and close out work requests in the Air Force work task tracking system.
• Follow up with customers and facility managers to confirm facility problems are completed.
• Coordinate routine work and facility inspections with facility managers or occupants.
• Investigate service requests and recommend how to accomplish the work.
• Assist with digging, welding, and confined-space entry permits and educate customers on the work request process.
• Support service calls, quality of service, notifications, customer coordination, service disruptions, base permits, data management, initial work-task review, and reporting.

Required qualifications and experience

• At least two years of customer service experience, including data entry and proficiency with MS Word, Excel, and database software.
• Knowledge of civil engineering workflow and work order scheduling processes.
• Effective oral and written communication; ability to write routine reports and correspondence.
• Ability to use Excel macros and formulas, pivot tables, and charts; perform data analysis; and build presentations.
• Experience communicating with government or military personnel.
• Adaptability, strong interpersonal skills, and a positive customer-focused approach.
• Flexible schedule, including possible after-hours or night-shift work when mission needs require it.
• Must be able to obtain and maintain a SECRET US Government Clearance; US citizenship is required to obtain it.
• Must be able to obtain and maintain a US passport and driver's license throughout employment.
• Must pass and maintain compliance with medical contract requirements during deployment.
• High school diploma or equivalent.

Preferred qualifications

• Knowledge of Civil Engineering NexGen IT, Standard Base Supply System (SBSS), DEAMS, and data entry processing systems is highly desired.

Work environment

• Typical office environment with no unusual hazards and occasional lifting up to 20 pounds.
• Work involves prolonged computer use and sitting, document review, and frequent communication.
• Requires planning and organization, mental alertness, and the ability to work under deadlines and with government personnel.

Additional responsibilities