The Customer Service Representative provides support and communications to customers from the Customer Service Center. Incumbents are scheduled to work during the CSC’s operating hours, which are from 8:00 a.m. to 4:00 p.m., Monday through Friday. The position also supports two off site customer support offices.
CSR work is to provide a single point-of-contact to the broad array of services offered to our customers.
Respond to all telephone, walk-in and electronic inquiries for assistance
Enter requests for service into the Service Order Request Database (SORD) and notify the appropriate first responder for action
Utilize an automatic call distribution system to receive calls and minimize the time customers wait to connect to a representative
Create meeting reservations in the Conference Room Scheduler, scanning the system ensuring no double bookings are created or are addressed immediately
Receive and create compound parking permits based upon justifiable need and space availability
Coordinate with Conference Room Support personnel to ensure requests for room configurations are communicated and carried out as appropriate
Serve as the face of our client to greet customers and answer inquiries professionally and eloquently
Capture productivity metrics and submit weekly as requested
Perform other ad hoc administrative duties as assigned.
Active Top Secret SCI Clearance with Polygraph – TS/SCI with Poly
High school diploma or GED
One (1) year recent experience working at a customer service center is desirable
Basic computer skills (MS Word, MS Excel and Lotus Notes)
Knowledge of IC regulations, policies, practices and procedures
Strong interpersonal skills to maintain effective working relationships with team and customers
Good oral and written communication skills sufficient to respond to customers’ routine questions in a clear and concise manner
Ability to manage own activities and workflow under tight deadlines
Ability to apply a strong customer focus orientation to understand customer requirements, suggest and implements solutions
Ability to ensure that management, co-workers, customers and stakeholders are kept informed
Ability to adapt to changing work requirements and priorities that may require overtime or extended hours
What We Offer
AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow.
AECOM is an equal opportunity employer and Minorities, Females, Veterans, and Disabled persons are encouraged to apply. For further information, please click here to view the EEO Is The Law poster.
Job Category Administrative Support / Secretarial
Country United States of America
Position Status Full-Time
Requisition/Vacancy No. 177981BR
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.