Customer Service Manager

Job Description

Manages the activities of a large call center or help desk.

• Directly and through subordinate supervisors, manages the operation of a large call center or help desk.
• Oversees staff involved in recognizing, identifying, isolating, and resolving problems with company or customer products and services.
• Approves shift schedules and coordinates coverage to meet customer requirements.
• Participates in special projects as required.

Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routine issues.

• Responds to inquiries received through phone, mail and/or face-to-face contact by following standard scripts and procedures.
• Uses a computer system to track questions and answers as well as enter orders.
• Responds to inquiries requiring a written response with the use of standard or form letters.
• May provide guidance and work leadership to less-experienced staff members.
• Resolves more complex issues submitted by less-experienced Specialists.
• Participates in special projects as required.

Must be able to work nights, weekends, and Holidays

Education

• Requires a High School Diploma or GED.
• Associates Degree preferred.
• ITIL Foundation Certified (Preferred)
• HDI CSR certified (Preferred)
• Must be able to obtain/retain an FAA PIV badge (MANDATORY).

Qualifications

1+ years of related customer service experience, including supervisory experience.

3-5 years of related customer service, call center or help desk experience.

FAVES Citizenship Requirements:

3.14-3 Foreign Nationals as Contractor Employees (April 2008)

(a) Each contractor or subcontractor employee under this contract having access to FAA facilities, sensitive information, or resources must be a citizen of the United States of America, or an alien who has been lawfully admitted for permanent residence as evidenced by Alien Registration Receipt Card Form I-151, or who presents other evidence from the U.S. Citizenship and Immigration Service that employment must not affect his/her immigration status.

(b) Aliens and foreign nationals proposed under this contract must meet the following conditions in accordance with FAA Order 1600.72A, chapter 5, paragraph 7 & 8:

(1) Must have resided within the United States for three (3) of the last five (5) years unless a waiver of this requirement is requested and approved in accordance with the requirements stated in FAA Order 1600.72A, chapter 5, paragraph 9;

(2) A risk or sensitivity level designation can be made for the position; and

(3) The appropriate security-related background investigation/inquiry can be adequately conducted. (c) Interim suitability requirements may not be applied unless the position is low/moderate in risk, and/or temporary, and/or is not in a critical area position.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.