Customer Service Representative Job in Mclean, Virginia US
Customer Service Representative
Job Description Customer Service Representative The customer service representative provides support and communications to customers from the customer service center. Incumbents are scheduled to work during one of several 8 hour intervals of the CSC s operating hours, which are from 7 a.m. to 6 p.m., Monday through Friday. The position also supports the on-site Library, Medical Office and two external customer support offices. Short Summary CSR work is to provide a single point-of-contact to the broad array of services offered to our customers. 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, scanning the system ensuring no double bookings are created or are addressed immediately. Receive and create compound parking permits based upon justifiable need and space availability. Enforce client policy on the display of posters and advertisements in common areas around the compound. 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. Knowledge, Skills and Abilities Knowledge of IC regulations, policies, practices and procedures Knowledge of MS Office products 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 implements 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 Work Environment Work is performed in an office environment, requiring the use of computer and telephonic equipment. Minimum Qualifications o High school diploma or GED o One (1) year recent experience working at a customer service center is desirable o Basic computer skills (MS Word, MS Excel and Lotus Notes) o Shall possess ISSA/TS access What We Offer AECOM employees around the world enjoy a wide range of benefits and competitive compensation package. AECOM is much more than just a place to work. It's a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects world wide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.