Tier 1 Service Desk Analyst (Customer Experience Representative)

at  JCS Solutions LLC

JCS is currently seeking a full-time Tier 1 Service Desk Analyst (Customer Experience Representative) who is organized, detail-orientated, positive, and able to adapt quickly to new situations. The candidate supports a government customer care support center and plays a crucial role in ensuring positive interactions. Effective communication skills are key to this position.

QUALIFICATIONS:

• Previous experience in the Hospitality Industry or in Customer Service preferred.
• Excellent oral and written communication skills.
• Exceptional customer service skills
• Technical skills (Microsoft Office Suite).
• Required: Security Clearance: Active or Interim Secret
• Required: Must hold US citizenship.

Location:

• Springfield, VA (On-site)

• Answer or escalate inquiries for US Military families, DoD Personnel, and the general public in a timely and respectful manner. Inquiries may come in the form of inbound calls, emails, or faxes.
• Ability to identify core issue and utilize the appropriate work procedures to address the issue.
• Handle sensitive calls in a respectful and patient manner.
• Document all interactions in an existing case management system.
• Maintain and update records as communication and documents are received.
• Escalate inquiries to government officials as required.
• Develop an understanding and maintain ongoing knowledge of Arlington National Cemetery.
• Provide general information, directions, and other forms of assistance to the general public.
• Works under the direction of Team Lead.
• Other tasks and responsibilities, as assigned.