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Amentum · 1 day ago

Customer Service Representative/Case Management Analyst

Fort Carson, CO

Full-time

Hybrid

Entry Level

$24.04/hr - $24.04/hr

1+ years exp

Amentum is a global leader in advanced engineering and innovative technology solutions, trusted by the United States and its allies. They are seeking an experienced Case Management Analyst to support the Transportation Security Administration (TSA) by managing customer inquiries and processing applications for TSA programs.

Mechanical EngineeringSecurityTechnical Support

No H1B

U.S. Citizen Only

Responsibilities

Provide customer relationship management to program applicants including performing and conduct queue management based on cases received for vetting program populations including processing cases, emails, phone calls and develop 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 to include uploading documents, 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 (e.g., answering telephone calls, typing, filing, scanning, faxing, copying, & 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 a timely resolution

Use Microsoft Office suite to perform job duties

Apply internet skills to perform searches and navigate within web sites and other legal research sites as required

Apply effective listening, customer service, and problem resolution skills

Courteously handle unsatisfied customers

Responds to and diagnose problems through discussion with users

Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps

Recommend systems modifications to reduce user problems

Qualification

Case ManagementCustomer ServiceQueue ManagementMicrosoft OfficeCall Center ExperienceProblem ResolutionEffective ListeningTeam CollaborationAttention to DetailPositive Attitude

Required

Bachelor's degree (BA or BS)

Must be able to obtain and maintain facility credentials/authorization. Note: 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

1+ years' experience in handling customers

Computer skills required: Experience using Microsoft Calendar/Outlook, Word, Excel, PowerPoint and Adobe Acrobat

Express and exchange ideas clearly in the English language, 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 both in written and verbal communications

Positive attitude focused on customer satisfaction

Attention to detail

Ability to relate to others in a friendly, courteous, and business-like manner