Customer Services Supervisor

This position is contingent upon Customer approval, funding, and/or position availability.

The Customer Service Supervisor will be based at one of three Amentum sites in Iraq and serve the Operations and Maintenance Support Services (OMSS) contract in support of the U.S. Department of State. This position will be responsible for the site Customer Service Center and will report to the Site Services Manager. The Customer Service Supervisor will provide direct oversight for temporary and permanent living quarters for the customer and contract support personnel, reviews all data entry and completion for work order performance, and reviews and ensures quality services are provided in accordance with program requirements.

This position works in tandem with the Site Services Manager to support the multiple functions of the site Customer Service Center. Duties for this position consist of support to the Housing contractual requirements and as well as the work order processing functions. The duties and responsibilities listed below are representative of the nature and level of work assigned and are not necessarily all inclusive.

• Responsible for maintaining a safe workplace and ensuring that safety is the highest priority in the workplace.
• Comply with all Environmental Health & Safety and Quality Assurance requirements and goals. Provide information and materials to these divisions as necessary to ensure adequate and legal documentation.

• Provide direct oversight on:

• Clerk interactions with customers on daily basis, informing customers of policies/procedures during check-in/check-out procedures using good customer service skills.
• Clerk performance of receiving, processing, and submitting work order requests.
• Clerk scheduling and performance of shifts to accept service calls from customers 24 hours a day, 365 days a year.

• Review documenting calls and issuances of work or service tickets and dispatching of personnel by phone or radio, as needed. Provide training to clerks to be capable of learning to prioritize the calls - emergency, urgent or routine - and direct an appropriate response.
• Understand the contract scope of work to document and refer work outside the contract scope to the Operations Manager for guidance.
• Perform and document 100% customer call back to ensure satisfactory resolution of work tickets.
• Perform operator-level preventive maintenance on desktop computer workstation.
• Provide keys and check-in/check-out documents to tenants. Assist tenants with lock-outs and other minor service issues. Maintain records related to occupancy, supply, and office activity.
• Be knowledgeable of the Amentum rules and regulations as they apply to Service Desk and Housing Operations, capability to work with a team, ability to work with Customer Service Center customers effectively and politely as well as handle emergency situations effectively.
• Routinely train operators in basic to advanced operation of GMMS.
• Lead the team and their respective delivery outcomes for both submitting and processing all requests through the Customer Service Center in a professional, customer focused, and a high performing 2nd line support service.
• Manage performance and set direction and priorities for individuals and the team. Assign clear accountabilities and performance expectations. Review performance and address underperformance when needed.
• Develop and maintain relationships with key Management personnel both internal and external.
• Coordinate and organize a variety of periodic and routine meetings within the Customer Service Center staff.
• Liaise with employees in the continual procedures and knowledge of the SOP and SOW.
• Perform additional duties and projects as assigned.

• Minimum Acceptable Experience Level: Experience in leading and supervising.

• Knowledge, Skills, and Abilities:
  • Excellent interpersonal and communication skills.
  • Ability to master the use of GMMS.
  • General knowledge of trades or maintenance activities and trade used terminology.
  • Strong organizational skills and ability to plan and prioritize work while responding flexibly to rapidly changing priorities.
  • Thorough understanding of staff scheduling and shift changes.
  • Abili…