Customer Support Specialist

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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  

This position is responsible to manage simple to complex facility utility outages; develop requirements and obtain approval for Authorized Outage Requests; minimize facility maintenance impacts on NGA mission production, provide effective customer service and achieve customer satisfaction by delivering services in a professional, courteous, and timely manner for our National Geospatial-Intelligence Agency (NGA) West Base Operations Support Contract.

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.

• Schedule and provide support to all conferences, meetings, and other events/activities to be held at NCW. Document all cancellations and re-scheduling of conferences. This duty shall include taking and keeping an inventory of Conference Rooms and reporting any needed maintenance or repairs, either IT or Building related.

• Coordinate with hosts and host organizations to understand and gather the facility-related requirements, plans and expectations of each event. Attend planning/status meetings as necessary, and provide advice and recommendations on all facility related resources, processes, policies, etc. Submit required Work Requests to Facilities Service Desk to support event planning and execution.

• Perform and/or coordinate all facility-related tasks and requirements, based on the hosting organization’s requirements for events. Coordinate with other functional organizations, i.e., protocol, information technology, corporate communications, security, police, deliveries, and others as required; ensuring events are supported completely and seamlessly.

• Ensure timely notification and coordinate with the NGA Police on all approved parking reservations and arrange for special signage or “blocking off” of parking areas as required to accommodate large groups of visitors, special guest visits (coordinated with NGA Protocol, as necessary), construction/maintenance projects, large-scale deliveries, and other occasions when temporary parking adjustments are required. Maintain parking plans and diagrams for parking areas at 2nd St and Arnold, update as necessary.

• Submit, coordinate and track, from start to finish, Authorized Outage (AO) Requests. The effort required for this task may vary widely, depending on whether the scope and impact are considered minor or significant. Coordinate requests for scheduled or non-scheduled facility utility outages, validate requirements with requestor and the Government AO Coordinator (or their designee), production areas and employees, and coordinate with affected areas. This duty includes weekend work, sometimes on-site, sometimes off-site.

Additional Responsibilities

• Attend all AO meetings and coordinate with project managers (PM)/requestors and representatives from the impacted areas to determine acceptable time frames and resolve scheduling conflicts.

• Prepare and compile briefing slides and other documents, and delivery of briefings

• Communicate technical details and impacts of the AO clearly to a broad audience with various levels of facility knowledge.

• Maintain availability (on-call) for problem resolution during planned and unplanned minor facility outages and notify specified points of contact upon project completion.

• Participate on NGA Command and Control Team and act as liaison between NGA and ServiceSource during major facility outages.

• Coordinate facility and room access to enable janitorial and maintenance subcontractors to perform work in accordance with contract.

• Perform various administrative/office duties such as printing, scanning, laminating, etc.

• Provide general customer support to direct customers and office visitors.

• Perform other related duties as assigned.

Qualifications: Education, Experience, and Certification(s)

• Bachelors’ Degree in Communication, Marketing, or other related business fields preferred.

• Associate Degree in related field with 3 years’ experience preferred

• High School diploma or state certified equivalent with 5 years’ experience in related customer support positions required.

• Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.

Knowledge, Skills, and Abilities

• Must be able to work with people internally and externally at all levels of an organization.  

• Proficiency in Microsoft Office, with the ability to become familiar with corporate specific programs and software.   

• Excellent oral and verbal communication skills  

• Knowledge of grammar, spelling capitalization, punctuation, sentence structure and proper format.

• Ability to track a wide variety of programs and details simultaneously.

• Detail-oriented and able to carry out work with the highest levels of accuracy.

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 must be able to climb up to six flights stairs during weekend events, emergencies, emergency drills, and power outages. The position may require extensive walking. The employee may occasionally lift or move office products and supplies, up to 25 pounds.

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