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ALEX - Alternative Experts, LLC-2

General Info

Position:

FT/PT:

Location:

Customer Service Specialist

Full Time

About the Company

ALEX - Alternative Experts is transforming the way government does business.We are an ISO 9001:2015-certified solutions provider to Government, Defense, and Commercial contracts. As a trusted partner, ALEX’s honesty, integrity, ethics, and focus on quality is evident in everything we do.

Our “get it done” attitude plays an important role in critical mission success for our clients and builds lasting, long-term relationships. A tailored, structured approach provides the right solutions at the right size to fit our customers’ needs. https://alexinc.com/about/

About the Role

The Customer Service Specialist (CSS) supports the Pentagon Customer Assistance Center (PCAC). The PCAC is often the first stop inside the Pentagon for new employees or visitors. The CSS will provide walk-in and telephone information service to customers who have questions about, or require service from, organizations that serve the Pentagon customer base, to include building tenants and visitors. This is a critical role, as the first impressions count. The ideal candidate is outgoing and capable of working independently, with demonstrated communication skills and the ability to interact professionally with all levels within the organization. Updating, utilizing, and managing multiple government-based systems to include a computerized Knowledge Database within Maximo that supports the PCAC, its customers, and government counterparts, and the DoD Global Address Listing in MS Outlook. Managing customer interactions with subject matter expertise of the Pentagon facility, available services, and building amenities to ensure the customers are supported within the PCAC service level standard. Responsible for escorting customers needing access to the Hall of Heroes media room; always ensure proper use of the equipment while the room is in use, and room has been secured at the completion of the session. Maintaining subject matter expertise of the Standard Operating Procedures (SOPs), any changes, and provide recommendations for changes (when applicable) to improve support of the PCAC customers. Ensuring all customer interactions are recorded in Maximo accurately and according to current PCAC standard operation instructions. Managing the Special Events calendar by ensuring accurate scheduling, reservation, and permit initiation in accordance with office policies and procedures. Managing the Pentagon bulletin boards throughout the reservation by ensuring the approved posters are affixed and removed in accordance with the dates indicated on the approved permit. Responsible for ensuring document compliance by reviewing PCAC supported, permits, and other documents for completeness and compliance with approved policies and procedures. Responsible for documenting and managing all correspondence with visitors and customers regarding the status and logistics of permits and special events.

Requirements 

Minimum three (3) years’ experience in providing customer service support for an organization(s) of a similar significance and stature as the Department of Defense (DoD); DoD preferred. Ability to think critically, be self-motivated, and deal with large amounts of ambiguity. Strong organizational, communication, and interpersonal skills. Must be able to navigate the Pentagon Reservation within 60 days and may be required to walk long distances. Familiar with the rank and precedence of the military services, DoD senior executive service and other government agencies. Ability to communicate effectively with DoD senior executive management and other government personnel. Utilize government CAC enabled computers and software to perform the duties required to maintain the high-level of service and support of the WHS mission. Intermediate to advanced experience in Microsoft Office Suite (Word, PowerPoint, Excel, and Access) with ability to independently create, enter, save, retrieve, edit, copy, paste, file and present text, presentations, and spreadsheets. High School Diploma. Clearance: Public Trust Required

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