Customer Service Supervisor

The Customer Service Supervisor will be based at one of three Amentum sites in Iraq and serve the Operations and Maintenance Support Services (OMSS) contract in support of the U.S. Department of State. This position will be responsible for the site Customer Service Center and will report to the Site Services Manager. The Customer Service Supervisor will provide direct oversight for temporary and permanent living quarters for the customer and contract support personnel, reviews all data entry and completion for work order performance, and reviews and ensures quality services are provided in accordance with program requirements. This position works in tandem with the Site Services Manager to support the multiple functions of the site Customer Service Center. Duties for this position consist of support to the Housing contractual requirements and as well as the work order processing functions. The duties and responsibilities listed below are representative of the nature and level of work assigned and are not necessarily all inclusive.

DUTIES:

• Responsible for maintaining a safe workplace and ensuring that safety is the highest priority in the workplace.
• Comply with all Environmental Health & Safety and Quality Assurance requirements and goals. Provide information and materials to these divisions as necessary to ensure adequate and legal documentation.
• Provide direct oversight on:
• Clerk interactions with customers on daily basis, informing customers of policies/procedures during check-in/check-out procedures using good customer service skills.
• Clerk performance of receiving, processing, and submitting work order requests.
• Clerk scheduling and performance of shifts to accept service calls from customers 24 hours a day, 365 days a year.
• Review documenting calls and issuances of work or service tickets and dispatching of personnel by phone or radio, as needed. Provide training to clerks to be capable of learning to prioritize the calls - emergency, urgent or routine - and direct an appropriate response.
• Understand the contract scope of work to document and refer work outside the contract scope to the Operations Manager for guidance.
• Perform and document 100% customer call back to ensure satisfactory resolution of work tickets.
• Perform operator-level preventive maintenance on desktop computer workstation.
• Provide keys and check-in/check-out documents to tenants. Assist tenants with lock-outs and other minor service issues. Maintain records related to occupancy, supply, and office activity.
• Be knowledgeable of the Amentum rules and regulations as they apply to Service Desk and Housing Operations, capability to work with a team, ability to work with Customer Service Center customers effectively and politely as well as handle emergency situations effectively.
• Routinely train operators in basic to advanced operation of GMMS.
• Lead the team and their respective delivery outcomes for both submitting and processing all requests through the Customer Service Center in a professional, customer focused, and a high performing 2nd line support service.
• Manage performance and set direction and priorities for individuals and the team. Assign clear accountabilities and performance expectations. Review performance and address underperformance when needed.
• Develop and maintain relationships with key Management personnel both internal and external.
• Coordinate and organize a variety of periodic and routine meetings within the Customer Service Center staff.
• Liaise with employees in the continual procedures and knowledge of the SOP and SOW.
• Perform additional duties and projects as assigned.

REQUIRED:

• Minimum Acceptable Experience Level: Experience in leading and supervising.
• Knowledge, Skills, and Abilities:
• Excellent interpersonal and communication skills.
• Ability to master the use of GMMS.
• General knowledge of trades or maintenance activities and trade used terminology.
• Strong organizational skills and ability to plan and prioritize work while responding flexibly to rapidly changing priorities.
• Thorough understanding of staff scheduling and shift changes.
• Ability to work unsupervised and use initiative when necessary. Deal with conflicting priorities calmly and effectively.
• Strong relationship management skills.
• Expert communication skills to facilitate and disseminate information.
• Work well under pressure and in a demanding working schedule.
• Work proactively to resolve problems. Provide regular feedback to team and management.
• Proficiency in Microsoft Professional software with MS Word, PowerPoint, Access, and Internet Explorer.
• Expert level skills with Outlook and Microsoft Excel spreadsheets.
• Ability to understand and memorize standard operating procedures.
• Knowledge of principles and processes involved in supporting contract responsibilities at an overseas facility.
• Ability to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules.
• Cross-cultural sensitivity with an international perspective.
• Ability to become an active and functioning member of a team.
• Must have the ability to be innovative and be an agent for change.
• Education: A high school diploma or GED.
• Licenses and Certifications: Valid drivers' license from Home of Record.
• Security Vetting: Must be able to obtain and maintain a Secret US Government Clearance. Note: US Citizenship is required to maintain a Secret Clearance.
• Language Skills: Satisfactory English proficiency to meet job requirements and to adhere and comply with safety, health, and security measures.
• Medical: Successfully complete and pass the medical and dental examinations as required by Amentum and our customer for deployment to Iraq. Must maintain physical and dental requirements for duration of deployment.

DESIRED:

• Previous experience with WOW, GMMS, and Maximo software.
• Previous experience in a trades, construction, or maintenance environment.
• Previous out of home country experience is highly desirable and previous work experience in harsh environmental conditions is a plus.
• Experience working with Amentum / PAE.

OTHER RESPONSIBILITIES

• Safety - Amentum enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe work environment. As appropriate, each employee is responsible for completing all training requirements and fulfilling all self-aid/buddy aid responsibilities, participating in emergency response tasks, and serving on safety committees and teams.
• Quality - Quality is the foundation for the management of our business and the keystone to our goal of customer satisfaction. It is our policy to consistently provide services that meet customer expectations. Accordingly, each employee must conform to the Amentum Quality Policy and carry out job activities in compliance with applicable Amentum Quality System documents and customer contracts. Each employee must read and understand his/her Quality Management and Customer Satisfaction responsibilities.
• Procedure Compliance - Each employee must read, understand, and implement the general and specific operational, safety, quality and environmental requirements of all plans, procedures and policies pertaining to job.

WORKING AND LIVING CONDITIONS:

This position may be located in a war zone, in an environment with harsh and dangerous working and living conditions. While performing the duties of this job, the employee may regularly be exposed to extreme and austere desert-like environment. Temperatures can reach 120- 130 degrees Fahrenheit/50-55 degrees Celsius during the summer months. Employees must be willing and able to perform regular job requirements in this austere, extreme environment, as well as willing and able to deploy to Iraq for extended periods. Work schedules are a minimum of 6 days per week and 10 hours per day, while some jobs have higher daily and weekly minimums. Employees must be willing and able to perform physical activities including, but not limited to, heavy lifting and moving of items, parts, assemblies, and equipment up to the safety regulation maximum; climbing in and out of equipment; crawling; and working outdoors. This includes being able to lift and carry 40 pounds of personal protective equipment for extended periods of time and being capable of running and 'duck & cover' during emergencies without putting oneself or others at risk.