Customer Service Specialist

Role Overview

Customer Service Specialist at Amentum, supporting a USAF contract.

Role Purpose

Provide professional customer support services to military, government, and contractor personnel on a 24-hour, 7-day-per-week operational schedule, managing work requests from intake through completion and closeout.

Key Responsibilities

Customer Support & Communication

• Assist and provide professional and prompt customer support to military, government, and contractor personnel as it relates to support service call functions.
• Educate customers on the work request process.
• Follow up with customers and facility managers to ensure facility problems are completed.
• Communicate effectively with Government and military personnel.

Work Request Management

• Receive work requests and identify facility needs.
• Categorize work requests and review them for completeness and accuracy.
• Investigate service requests and make recommendations on how to accomplish the work.
• Be responsible for all work requests through to completion and closeout.
• Perform work task initial review.

Facility Coordination

• Coordinate routine work and facility inspections with the facility manager or occupant.
• Assist in the process to obtain digging permits, welding permits, and confined space entry permits as required.

Operations Management Support

• Provide operations management support in customer service support, service calls, quality of service, customer notification, customer coordination, disruption of services, assisting with base permits, data management, work task initial review, and reporting.
• Process customer orders, questions, and information.
• Provide general clerical support.

Air Force Systems Integration

• Fully integrate into the Air Force work task tracking system as it relates to customer service.

Safety, Quality & Compliance

• Develop and maintain a safe work environment and complete all training requirements.
• Fulfill self-aid/buddy aid responsibilities, participate in emergency response tasks, and serve on safety committees and teams.
• Conform to the Amentum Quality Policy and carry out job activities in compliance with applicable Amentum Quality System documents and customer contracts.
• Read, understand, and implement general and specific operational, safety, quality, and environmental requirements of all plans, procedures, and policies pertaining to the job.

Qualifications & Experience

• At least two years of customer service experience.
• High school diploma or equivalent minimum.
• Knowledge of civil engineering workflow, job, and work order scheduling processes.
• Experience working and communicating with Government or military personnel.
• Must be able to obtain and maintain a SECRET US Government Clearance; US Citizenship is required.
• Ability to obtain and maintain a US passport and driver's license throughout employment.
• Ability to successfully pass medical contract requirements and maintain compliance throughout deployment.

Skills & Competencies

• Data entry skills and proficiency with Microsoft Word and Excel.
• Database software proficiency.
• Ability to manipulate data, use Excel macros and formulas, pivot tables, and charts.
• Ability to perform data analysis and build effective presentations.
• Ability to write routine reports and correspondence to management and military personnel.
• Strong interpersonal skills and ability to deal with others in a positive, customer-focused manner.
• Ability to adapt to frequent change and a fast-paced work environment.
• Planning and organizing skills.
• Ability to work well with others, including Government personnel.
• Mental alertness and ability to work under deadlines.

Additional Information

Preferred Qualifications

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

Work Environment & Physical Demands

• Typical office environment with no unusual hazards.
• Occasional lifting to 20 pounds.
• Constant sitting while using computer terminal.
• Constant use of sight abilities while reviewing documents.
• Constant use of speech and hearing abilities for communication.
• Flexibility in work schedule required; some mission situations may require working after normal duty hours or night shift duty.
• Must be able to work well with others.