Customer Service Specialist

IAP Worldwide Services - Bethesda, MD

Full-time - Entry Level

Bethesda, MD

Fishing, Hunting and Trapping

About the position

The Customer Service Specialist (CSS) at IAP Worldwide Services, Inc. serves as a primary point of contact for customers, providing support and communication from the Customer Service Center. The role involves responding to inquiries, managing service requests, and ensuring customer satisfaction through effective communication and coordination of services.

Responsibilities

• 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, ensuring no double bookings are created or 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.

Requirements

• High school diploma or GED
• Excellent communication skills
• Basic computer skills (MS Word, MS Excel and Lotus Notes)
• Active Top Secret SCI Clearance with Polygraph

Nice-to-haves

• One (1) year recent experience working at a customer service center is desirable
• 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 implement 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