AECOM Customer Service Specialist in McLean, Virginia

Requisition/Vacancy No. 146975BR

Position Title Customer Service Specialist

Job Category Administrative Support / Secretarial

Business Line Government

Country United States of America

State/Province/Region USA - Virginia

City McLean

Why Choose AECOM? AECOM is a premier, fully integrated professional and technical services firm positioned to design, build, finance and operate infrastructure assets around the world for public- and private-sector clients. With nearly 100,000 employees — including architects, engineers, designers, planners, scientists and management and construction services professionals — serving clients in over 150 countries around the world, AECOM is ranked as the #1 engineering design firm by revenue in Engineering News-Record magazine’s annual industry rankings, and has been recognized by Fortune magazine as a World’s Most Admired Company. The firm is a leader in all of the key markets that it serves, including transportation, facilities, environmental, energy, oil and gas, water, high-rise buildings and government. AECOM provides a blend of global reach, local knowledge, innovation and technical excellence in delivering customized and creative solutions that meet the needs of clients’ projects. A Fortune 500 firm, AECOM companies, including URS Corporation and Hunt Construction Group, have annual revenue of approximately $19 billion. More information on AECOM and its services can be found at

About the Business Line


AECOM’s Global Support Services (GSS) organization resides within AECOM’s Government business line and is comprised of three divisions — International Development, Operations and Mission Support, and Global Programs. GSS has the international presence, personnel networks and procurement infrastructure to deliver support for any mission, anywhere. We optimize the reliability, availability and sustainability of equipment, logistics systems and facilities for clients around the world. GSS supports the U.S. Government, non-U.S. Governments and industry clients with worldwide program management, planning, design, operations and maintenance, logistics, aviation services, security, international development, environmental and civil engineering and mission and intelligence support.

Job Summary

Receive all service calls and work order requests telephonically, classified network or in person from a wide range of customers, and enter and retrieve information from the automated New Scale database and transfer into computerized MAXIMO work management and tracking system, and/or on manual logs.

As a Customer Service Specialist, one must be able to:

  • Handle all inbound and outbound calls in an articulate, professional, customer focused manner.

  • Receive and create service/work requests using MAXIMO database. Research, review and complete all WMA External work requests for non-contracted sites. (approximately 48 locations)

  • Use two-way radio communications to dispatch response to emergency and routine requests for service.

  • Assemble, format and/or author routine correspondences, reports, forms and memorandums from various files or a rough drafts format.

  • Maintain electronic and manual files and resources.

  • Photocopy and print routine reports and correspondences and distribute to appropriate personnel.

  • Proficient in the use of computers and computer software for recording, modifying, tracking and displaying data, development of charts and graphs, and for word processing.

  • Record daily events into an electronic log. (MS Access)

  • Receive and report AECOM employee queries, injury notifications and call offs in accordance with company policies and directives.

  • Support and contribute to company safety guidelines and regulations through receiving, compiling and reporting identified hazards and incidents.

  • Order office and operational supplies, as needed.

  • Provide shift coverage from 5am to 5pm.

  • Perform other job-related duties, as assigned.

Minimum Requirements

  • Customer service experience; telephonic, automated and in-person experience.

  • New Scale experience, desired.

  • MAXIMO experience, desired.

  • Strong interpersonal skills and ability to deal with others in a positive, customer focused manner.

  • Ability to adapt to frequent change and a hectic/fast paced work environment.

  • Ability to speak clearly over telephone and two-way radio communication systems.

  • Ability to communicate effectively both orally and in writing.

  • High School diploma or equivalent, with additional training in the use of computers for data entry, word processing, reporting/spreadsheets, etc.

  • One to three years experience in a similar function, preferably in a facilities maintenance environment.

  • Must be a U.S. Citizen, eligible for a Top Secret/SCI Security Clearance.

Preferred Qualifications

  • Facilities maintenance

  • One to three years of working computer experience. (Data entry)

  • One year of supervisory or work leadership experience

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 to view the EEO Is The Law poster.