Customer Service Representative III

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Job Summary

Mark Center Customer Assistance Center (CAC) representatives provide one-stop service for customer requests. CAC representatives serve as the initial point of contact for all customer service requests, including general customer assistance, scheduling, coordination of ancillary services, signage updates, furniture setup, and other support services.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Maintain overall knowledge of Mark Center support services, including but not limited to the conference center, auditorium, concierge desk, Sensitive Compartmented Information Facility (SCIF), business center, and joint-use pre-function area.

• Receive customer service requests via fax, phone, walk-up, or email, and confirming receipt of requests in a timely, professional manner.

• Document customer service work order requests in the government s electronic scheduling system and, when applicable, transfer requests to CAC work control for approval or disapproval.

• Ensure emergency service calls are responded to within 10 minutes of receipt and routine calls are responded to within two hours.

• Monitor the completion status of customer service work order requests through resolution.

Additional Responsibilities

• Ensure the telephone number for after-hours service calls is redirected to the Building Operations Center (BOC).

• Maintain a working knowledge of Computerized Maintenance/Information Management Systems.

• Participate in all required training.

• Adhere to the dress code policy.

• Perform other responsibilities as assigned.

Qualifications: Education, Experience, and Certification(s)

• High school diploma or equivalent required; a bachelor's degree preferred.

• Minimum of two years of work experience as an administrative assistant or in a customer service-oriented field required.

Knowledge, Skills, and Abilities

• Requires excellent verbal, written, multi-tasking and presentation skills.

• Experience operating Microsoft Office software

• Experience using standard office equipment to include copiers and fax machines.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee may occasionally lift or move office products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually quiet.

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person's race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information