Client Services Specialist

Description

The Communications Department at JHU APL crafts and disseminates visual and written content that ranges from classified technical papers to high‑impact conceptual displays. Our team of 160 creative professionals must remain agile, responsive, and collaborative to meet the Lab's internal and external communication needs.

We are seeking a Client Services Specialist who serves as the primary liaison between our client community and the creative and production teams. The ideal candidate is detail‑oriented, thrives in a fast‑paced environment, and continuously seeks process‑improvement opportunities. This role will manage the full life‑cycle of service requests using Asana and ServiceNow, ensure timely delivery of high‑quality outputs, and cultivate strong, trust‑based relationships across the Laboratory.

As a Client Services Specialist you will...

• Partner with clients to capture detailed job requirements and submit requests into Asana (job‑management board).
• Validate all incoming requests via the Communications portal, confirming that specifications, assets, and deadlines are complete.
  
• Work closely with Communications staff to identify and allocate the appropriate creative, technical, and production resources for each request
  
• Diagnose bottlenecks and develop repeatable workflows in ServiceNow and Asana that reduce cycle time and improve the client experience.
• Propose and implement operational efficiencies that streamline the client‑service interface.
  
• Monitor job status from request through delivery, providing proactive updates to clients and flagging any potential production impacts.
• Process charge‑backs and procurement‑card purchases promptly and accurately
• Maintain shared job folders, master file libraries, and documentation in compliance with Lab policies.
  
• Establish and nurture trusted relationships with internal customers, senior leadership, and external partners.
• Serve as a liaison to the Financial & Business Operations Group to align budgeting and reporting.
  
• Acquire a deep understanding of the Communications Department's services, culture, and strategic goals.
• Recommend initiatives that advance departmental objectives and enhance overall service delivery.
  

Qualifications

You meet our minimum qualifications for the job if you...

• An Associate's degree or equivalent level of experience with a minimum of 3 years of relevant customer service experience.
• Experience supporting creative teams (design, video production, graphic arts).
• Proven ability to identify and resolve issues independently and collaboratively through use of internal and external resources.
• Initiative and persistence in identifying client needs, meeting quick turnaround demands, resolving problems with a sense of urgency and demonstrating capability to anticipate, prioritize and expedite numerous tasks from multiple sources.
• Possess the ability to develop and assess alternative approaches and to solve routine problems in a different, more efficient way.
• Demonstrated critical thinking skills and ability to resolve conflict.
• Experience in managing a high volume of incoming client requests;
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Experience in handling customer complaints professionally and effectively;
• Successfully provided appropriate solutions and alternatives to job obstacles within the job schedule;
• Take the extra mile to engage customers
• Excellent interpersonal, communication (written and verbal), and organizational skills.
• Demonstrated advanced proficiency in use of office applications including Microsoft Outlook, Word, PowerPoint, and Excel.
• Are able to obtain a Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.

About Us

Why Work at APL?

The Johns Hopkins University Applied Physics Laboratory (APL) brings world-class expertise to our nation's most critical defense, security, space and science challenges. While we are dedicated to solving complex challenges and pioneering new technologies, what makes us truly outstanding is our culture. We offer a vibrant, welcoming atmosphere where you can bring your authentic self to work, continue to grow, and build strong connections with inspiring teammates.

At APL, we celebrate our differences of perspectives and encourage creativity and bold, new ideas. Our employees enjoy generous benefits, including a robust education assistance program, unparalleled retirement contributions, and a healthy work/life balance. APL's campus is located in the Baltimore-Washington metro area. Learn more about our career opportunities at http://www.jhuapl.edu/careers.

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, physical or mental disability, genetic information, veteran status, occupation, marital or familial status, political opinion, personal appearance, or any other characteristic protected by applicable law. APL is committed to providing reasonable accommodation to individuals of all abilities, including those with disabilities. If you require a reasonable accommodation to participate in any part of the hiring process, please contact Accommodations@jhuapl.edu.

The referenced pay range is based on JHU APL's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level with consideration for internal parity. For salaried employees scheduled to work less than 40 hours per week, annual salary will be prorated based on the number of hours worked. APL may offer bonuses or other forms of compensation per internal policy and/or contractual designation. Additional compensation may be provided in the form of a sign-on bonus, relocation benefits, locality allowance or discretionary payments for exceptional performance. APL provides eligible staff with a comprehensive benefits package including retirement plans, paid time off, medical, dental, vision, life insurance, short-term disability, long-term disability, flexible spending accounts, education assistance, and training and development. Applications are accepted on a rolling basis.

Minimum Rate

$26.60 Hourly

Maximum Rate

$46.40 Hourly