AECOM Customer Service Representative in McLean, Virginia

Business Line Government

Position Title Customer Service Representative

United States of America - Virginia

McLean

Job Summary

The Customer Service Representative provides support and communications to customers from the Customer Service Center. Incumbents are scheduled to work during the CSC’s operating hours, which are from 8:00 a.m. to 4:00 p.m., Monday through Friday. The position also supports two off site customer support offices.

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

  • 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.

IND-ICS

Minimum Requirements

  • Active Top Secret SCI Clearance with Polygraph – TS/SCI with Poly

  • High school diploma or GED

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

  • Basic computer skills (MS Word, MS Excel and Lotus Notes)

Preferred Qualifications

  • 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 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

What We Offer

AECOM is 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 worldwide. 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 and Minorities, Females, Veterans, and Disabled persons are encouraged to apply. For further information, please click here at http://www.aecom.com/content/wp-content/uploads/2016/01/EEO-is-the-Law-poster-supplement.pdf to view the EEO Is The Law poster.

Job Category Administrative Support / Secretarial

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 161742BR