JOB FUNCTION: Receives customer service calls and work-order requests, via telephone, computer network, or in-person. Enters request data into either a computerized maintenance management system or an automated database. Eight-hour work schedule, Monday through Friday.

MAJOR DUTIES AND RESPONSIBILITIES:

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

• Receive and create service/work requests using multiple databases. Research, review, and complete all Metro Area external work requests for non-contracted sites (approximately 48 locations)

• Assemble, format, and/or author routine correspondence from various files or rough draft format using MS Office applications.

• Photocopy and print routine reports and correspondence and distribute to the appropriate personnel.

• Record daily events into an electronic log.

• Maintain electronic and manual files and resources.

• Demonstrate proficient use of computers and computer software for recording, modifying, and tracking data.

• Receive and report employee queries 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, incidents, and injury notifications.

• Provide assigned shift coverage between 6am and 5pm.

• Serve as backup for the Building Operations Specialist if needed.

• Follow all policies and procedures.

• Perform other duties as assigned.

REQUIRED QUALIFICATIONS:

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

• Strong interpersonal skills and ability to communicate in a customer-focused manner.

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

• Able to communicate clearly and effectively, including orally, over telephone, and in writing, using proper grammar, spelling, and punctuation.

• Ability to comprehend written and oral instructions.

• Must have reliable transportation.

• Must possess and maintain a U.S. government TS/SCI clearance with polygraph. Note: U.S. Citizenship is required to maintain a TS/SCI clearance with polygraph.

EXPERIENCE: One to three years customer service experience. One to three years data entry experience.

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

PREFERRED QUALIFICATIONS: Facilities and operations experience.

SECURITY: Must be a U.S. Citizen, able to obtain and maintain a Top-Secret Security Clearance.

PHYSICAL DEMANDS: Incumbents may work in conditions that require operating industrial machinery/power tools and motor vehicles. Additionally, incumbents may participate in work that requires walking, bending, squatting, and carrying materials throughout the facility. Workplace conditions necessitate following strict safety guidelines and the use of Personal Protective Equipment. Work tasks requiring the incumbent to lift weight more than 50 pounds requires two or more persons.

The physical demands described here are representative of those that an employee may perform on an occasional to regular basis while performing functions of this job. The work environment characteristics describe here are representative of those an employee may encounter on an occasional to regular basis while performing the functions of this job. Reasonable accommodations may be made to enable individuals to perform these functions.

The Government has full and complete control over granting, denying, withholding, or terminating security clearances for Contractor employees. Decisions on clearance requirements for positions will ultimately be 
decided by the customer based on access and requirements. It is the responsibility of the Contractor to ensure these decisions are approved and executed based on the customers guidance. 

NOTE: The job description is not intended to be all-inclusive. Employees may be assigned other job-related duties, within the classification, to meet the ongoing needs of the organization.