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.

The Customer Relations Liaison serves as the customer's advocate and trusted advisor, ensuring clear communication, effective issue resolution, and strong collaboration between customer stakeholders and IT service delivery teams. The position focuses on enhancing customer satisfaction, promoting service excellence, and strengthening long-term customer relationships.

Responsibilities

Customer Relationship Management

• Establish and maintain trusted relationships with customer stakeholders and end users.
• Serve as the primary liaison between customers and internal service delivery teams.
• Develop and maintain a customer communication and engagement strategy.
• Conduct regular customer outreach to gather feedback, understand business needs, and identify opportunities for improvement.
• Act as the voice of the customer by communicating customer concerns, expectations, and priorities to internal teams.

Customer Advocacy and Escalation Management

• Coordinate the resolution of customer concerns and service-related issues across multiple teams.
• Monitor and track customer requests and escalations through completion.
• Provide customers with timely updates and transparency regarding the status of requests, issues, and improvement initiatives.
• Facilitate communication between stakeholders to ensure issues are resolved efficiently and effectively.
• Set and manage customer expectations regarding service delivery timelines and outcomes.

Customer Experience and Continuous Improvement

• Analyze customer feedback, service trends, and recurring concerns to identify improvement opportunities.
• Collaborate with service desk leadership and technical teams to recommend enhancements to customer experience and service delivery processes.
• Participate in customer satisfaction initiatives and action planning efforts.
• Support the development and implementation of strategies that improve customer engagement and overall service quality.
• Promote a culture of customer service excellence throughout the organization.

Reporting and Stakeholder Engagement

• Monitor customer satisfaction metrics, service trends, and key performance indicators.
• Prepare reports and provide updates on customer concerns, escalations, and service improvement efforts.
• Participate in customer meetings, project reviews, status calls, and service review discussions.
• Maintain accurate records of customer interactions, requests, and resolutions.

Compliance and Administration

• Ensure activities are conducted in accordance with corporate policies, procedures, and contractual requirements.
• Maintain knowledge of services, technologies, and support processes to effectively communicate with customers and stakeholders.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED equivalent
• Bachelor's degree preferred
• 5+ years of experience in customer relations, customer success, or IT customer support environments.
• Experience supporting customers in a government or enterprise IT environment preferred.
• Candidate must meet DoDD 8140.01 (IAM-I) requirements.
• Top Secret clearance with SCI eligibility required.

Knowledge, Skills and Abilities:

• Exceptional customer service and relationship-building skills.
• Strong verbal and written communication abilities.
• Ability to effectively facilitate discussions between technical and non-technical stakeholders.
• Strong conflict resolution and problem-solving skills.
• Ability to manage multiple priorities and customer issues simultaneously.
• Experience coordinating escalations and driving issues to resolution.
• Knowledge of IT service management principles and customer support best practices.
• Experience analyzing customer feedback and recommending service improvements.
• Ability to coach, influence, and build partnerships across organizational boundaries.
• Familiarity with Agile methodologies and continuous improvement practices.

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/

Estimated Salary/Wage

USD $74,300.00/Yr. Up to USD $80,000.00/Yr.