Customer Service Representative​/Case Management Analyst

Customer Service Representative/Case Management Analyst

Join to apply for the Customer Service Representative/Case Management Analyst role at Amentum
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About Amentum

Amentum is a global leader in advanced engineering and innovative technology solutions, trusted by the United States and its allies to address their most significant and complex challenges in science, security and sustainability. Our people apply undaunted curiosity, relentless ambition and boundless imagination to challenge convention and drive progress. Our commitment s are underpinned by the belief that safety, collaboration and well-being are integral to success.

Headquartered in Chantilly, Virginia, we have approximately 50,000 employees in more than 70 countries across all 7 continents.

If you are an experienced Case Management Analyst seeking a way to positively impact U.S. National Security, Amentum is looking for you to join our existing contract with the Transportation Security Administration (TSA). We have full‑time positions supporting TSA’s Springfield, VA facility for experienced Case Management Analysts who are excited about supporting TSA’s role in enrolling members of the public in TSA programs and addressing questions about their interaction with TSA’s vetting programs to ensure the security of the nation’s transportation systems.

Essential duties and responsibilities for the position include the following:

• Provide customer relationship management to program applicants, including queue management, processing cases, emails, phone calls, and developing associated queue reports.
• Triage cases/tickets.
• Complete case management actions according to customer procedures for various vetting program populations, including assisting in applicant information updates, uploading documents, and responding to inquiries and customer service tickets.
• Maintain communication with customers and immediately report any issues or concerns to Program Leads.
• Work efficiently in a hybrid role from home/office while staying on task.
• Perform customer service tasks such as answering telephone calls, typing, filing, scanning, faxing, copying, and correspondence management.
• Respond to telephone calls, email, and personnel requests for TSA application support according to customer procedures.
• Document, track, and monitor customer problems to ensure timely resolution.
• Use Microsoft Office suite to perform job duties.
• Apply internet skills to perform searches and navigate within websites and other legal research sites as required.
• Apply effective listening, customer service, and problem resolution skills.
• Courteously handle unsatisfied customers.
• Respond to and diagnose problems through discussion with users.
• Ensure a timely process for problem recognition, research, isolation, resolution, and follow‑up steps.
• Recommend systems modifications to reduce user problems.

Minimum Experience, Education and Licensure:

• Bachelor’s degree (BA or BS)

The Basic Qualifications for this position are as follows:

• Must be able to obtain and maintain facility credentials/authorization. US Citizenship is required for facility credentials/authorization at this work location.
• 1+ years’ experience in supporting a call center/case management environment providing Tier II or Tier III support to address issues escalated from lower levels.
• Experience supporting customers.
• Experience supporting TSA or another Federal Agency is desired but not required.

Minimum

Knowledge, Skills and Abilities:

• Computer skills required:
  Experience using Microsoft Calendar/Outlook, Word, Excel, PowerPoint and Adobe Acrobat.
• Express and exchange ideas clearly in English (written and verbal).
• Ability to work effectively and efficiently in a team environment and relate well to others.
• Ability to show initiative and commitment to the company’s goals.
• Ability to readily adapt to changing requirements.
• Strong commitment to performing and producing at the highest level of quality at all times.
• Ability to manage individual workflow effectively.
• Ability to communicate clearly and effectively with coworkers (written and verbal).
• Positive attitude focused on customer satisfaction.
• Attention to detail.
• Ability to relate to others in a…