Executive Assistant

IAP Worldwide Services - Bethesda, MD

Full-time

Bethesda, MD

Administrative and Support Services

About the position

The Executive Assistant provides support and communications to customers from the Customer Service Center. Employees are scheduled to work during the Customer Service Center's operating hours, from 8:00 a.m. to 4:00 p.m., Monday through Friday. The position also supports two off-site customer support offices. CSS work is to provide a single point-of-contact to the broad array of services offered to our customers.

Responsibilities

• Responds to all telephone, walk-in, and electronic inquiries for assistance.
• Enters requests service into the Service Order Request Database (SORD) and notifies the appropriate first responder for action.
• Utilizes 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; scans the system to ensure no double bookings are created or addressed immediately.
• Receives and creates compound parking permits based upon justifiable need and space availability.
• Coordinates with Conference Room Support personnel to ensure requests for room configurations are communicated and carried out as appropriate.
• Serves as the face of our client to greet customers and answer inquiries professionally and eloquently.
• Captures productivity metrics and submits weekly as requested.
• Performs 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)

Nice-to-haves

• One (1) year of 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 clearly and concisely.
• Ability to manage their own activities and workflow under tight deadlines.
• Ability to apply a strong customer focus orientation to understand customer requirements and 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.