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As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act.
Job Summary Perform Facilities Service Desk functions at the Base Operations Support (BOS) NGA National Campus West (NCW) contract in St. Louis and Arnold, MO. Input facilities data in the Integrated Workplace Management System (IWMS) and coordinate with internal teams and customers. Provide effective customer service and achieve customer satisfaction by delivering services in a professional, courteous, and timely manner.
Primary Duties Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.
- Receive and process work requests in accordance with contract standards. Enter information into IWMS.
- Complete work requests and preventive maintenance requests by entering all required data into IWMS.
- Scan and attach notes, invoices, and reports to work requests and preventive maintenance requests in IWMS.
- Receive and escalate customer complaints to supervisors.
Additional Responsibilities
- Review work requests for completeness according to Performance Work Statement (PWS) requirements. Forward to supervisor for further processing.
- Inform customers by email or telephone of work request status and any anticipated delays.
- Provide follow up customer service satisfaction calls.
- Provide exemplary customer services by responding to requests in a professional and timely manner while displaying a positive demeanor.
- File timesheets, work requests, and preventive maintenance requests.
- Escalate emergency requests to responsible shops and supervisors as appropriate.
- Complete assigned trainings by required due dates.
- Perform other related duties as assigned.
Qualifications: Education, Experience, and Certification(s)
- High School diploma or state certified equivalent required.
- Two years of direct experience with customer service and/or data entry required.
- Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.
Knowledge, Skills, and Abilities
- Customer service oriented and able to work efficiently in a fast-paced environment.
- Work well independently and as a contributing member of a team.
- High level of integrity and personal accountability.
- Ability to read and comprehend simple instructions, short correspondences, memos, labels, and numbers.
- Ability to accept and follow directions.
- Excellent customer service, verbal, and written skills.
- Working knowledge of Microsoft Office (Word, Excel, Outlook) and basic typing skills.
- Ability to identify and define problems and provide solutions.
- Ability to organize, prioritize, and meet deadlines on a daily basis.
- Ability to maintain a high level of performance with limited supervision.
Supervision Received The incumbent performs a variety of routine work within established policies and procedures and receives detailed instructions on new projects and assignments.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, and talk and hear. The employee is occasionally required to stand and walk. The employee may occasionally lift or move products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.
What We Offer – for Benefit Eligible Employees May Include:
Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:
- Health coverage for you and your family through Medical, Dental, and Vision plans.
- Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
- A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
- Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
- To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.
- A generous paid time-off program in which the benefits increase based on your tenure with the company.
We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.
PAY TRANSPARENCY POLICY STATEMENT:
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information
