Customer Service Specialist

Role overview

Essential responsibilities

• Receive, identify, categorize, review, and track facility work requests through completion and closeout.
• Follow up with customers and facility managers, and coordinate routine work and facility inspections.
• Investigate service requests and recommend how to accomplish work.
• Assist with digging, welding, and confined-space entry permits as required; educate customers on the work-request process.
• Support customer service, service calls, customer notifications and coordination, service disruptions, base permits, data management, initial work-task review, and reporting.
• Perform other duties as assigned.

Required qualifications and experience

• At least two years of customer service experience, including data-entry skills and proficiency with MS Word, Excel, and database software.
• Knowledge of civil engineering workflows, jobs, and work-order scheduling processes.
• Effective oral and written communication; ability to write routine reports and correspondence for management or military audiences.
• Ability to manipulate data, use Excel macros, formulas, pivot tables and charts, perform data analysis, and build presentations.
• Ability to adapt to frequent change and a fast-paced environment; strong interpersonal and customer-focused skills.
• Experience working and communicating with government or military personnel.
• Schedule flexibility for after-hours or night shifts when mission needs require.
• Ability to obtain and maintain a SECRET US Government Clearance, a US passport, and a driver's license throughout employment.
• Ability to pass medical contract requirements and maintain compliance throughout deployment.
• High school diploma or equivalent.

Preferred qualifications

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

Work environment

• Typical office environment with no unusual hazards; occasional lifting up to 20 pounds and frequent sitting and computer-terminal use.
• Requires sustained sight, speech, hearing, and mental alertness, planning and organizing skills, deadline management, and the ability to work well with others, including government personnel.

Other responsibilities

• Contribute to a safe work environment, complete required training, fulfill self-aid and buddy-aid responsibilities, participate in emergency response tasks, and serve on safety committees or teams as appropriate.
• Follow Amentum quality policy, applicable quality-system documents, and customer contracts; understand quality management and customer satisfaction responsibilities.
• Read, understand, and implement applicable operational, safety, quality, and environmental plans, procedures, and policies.