Customer Relations Liaison

Summary

Customer Relations Liaison

Arlington, VA

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

We are seeking a proactive and strategic Customer Relations Liaison to provide leadership and direction for our system end-user service desk support. The ideal candidate will be responsible for managing all facets of customer relations, ensuring timely and effective resolution of customer concerns, and driving continuous improvement in our service delivery processes.

Responsibilities

• Strategic Customer Management:
• Provide strategic leadership for the delivery of service desk support to system end-users.
• Define and develop a comprehensive customer contact strategy.
• Participate in the resolution of customer concerns and track escalated issues to completion to enhance the overall customer experience.
• Coordination and Communication:
• Coordinate with appropriate internal and external stakeholders to provide timely and accurate answers for customer issues.
• Maintain transparency on the status of all customer requests and escalations, including both accepted and declined requests.
• Set and manage realistic expectations with customers regarding resolution timelines.
• Participate in planning sessions, status calls, and committee meetings focused on customer success initiatives.
• Process Improvement and Documentation:
• Develop and document enhancements for processes and procedures.
• Identify and recommend improvements to processes, standards, and systems to optimize support ticket accuracy, transparency, and efficiency.
• Assist other departments as needed for continuous process and service improvement efforts.
• Ensure responsible documentation and tracking of all customer requests.
• Operational Excellence:
• Ensure customer service excellence by actively monitoring support tickets and reviewing customer feedback.
• Develop cross-team and cross-departmental expertise necessary to respond effectively to a wide range of issues.
• Maintain current knowledge on new products, updates to existing products, and relevant third-party operating systems and devices.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree in a related specialized area or an equivalent combination of education and experience
• Associate's degree with 2+ years of relevant experience OR
• High school experience with 4+ years of relevant experience
• DoD Top Secret security clearance.

Knowledge, Skills, and Abilities:

• Hands-on experience with ITSM platforms, Jira, Jira Service Management (JSM), and the Microsoft Office suite.
• Proficiency with Windows-based Operating Systems (OS) and related technologies.
• Excellent verbal and written communication skills.
• Proven ability to multitask and manage competing priorities in a fast-paced environment.

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.



We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.



Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.



Chenega MIOS's culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.



Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega's impact on the world.

Chenega MIOS News- https://chenegamios.com/news/



Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site - www.chenegamios.com

Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm

LinkedIn - https://www.linkedin.com/company/1472684/

Facebook - https://www.facebook.com/chenegamios/