As the Customer Service Specialist (CSS) you will provide support and communications to customers from the Customer Service Center. The CSS will work as a single point-of-contact to the broad array of services offered to our customers.

　　Essential Job Functions:

　　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.

　　Education & Experience:

　　High school diploma or GED

　　Excellent communication skills

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

　　Preferred Knowledge & Skills:

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

　　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

　　Security Clearance:

　　Active Top Secret SCI Clearance with Polygraph – Customer Service Representative (TS/SCI with FSP Poly)Work Schedule

　　8:00 a.m. to 4:00 p.m., Monday through Friday. This position also supports two off site customer support offices.

　　IAP World Services, Inc.

　　www.iapworld.com

　　As a leading international services company for more than 65 years, IAP provides a broad spectrum of services and solutions to U.S. and international government agencies, and organizations. A world-class leader in providing seasoned program management, IAP leverages and integrates its capabilities – IT & Communications, Aviation & Engineering Solutions, Power Solutions, Infrastructure & Logistics - to provide safe, innovative, and reliable solutions to meet customers' diverse and complex challenges.

　　IAP World is an EOE, including disability/vets.

　　All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

　　Required SkillsRequired Experience