Customer Care Representative - Norfolk, United States - Booz Allen

Booz Allen
Booz Allen
Verified Company
Norfolk, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
Customer Care Representative


The Opportunity:


As a professional in shared services, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients.

You know how to interface with internal and external customers and leadership to understand needs and gain insight into shared services performance.


You will be providing support for escalated Help Desk tickets from employees and vendors within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer's satisfaction before it is closed.

You'll educate and provide policy guidance on all inquiries. Due to the nature of work performed in the facility for this position, U.S. citizenship is required.


How You'll Contribute:


  • Provide support to the frontline Customer Care Representatives (CCRs) on nonITrelated issues. Educate inquiring employees about tools, policies, and processes for the organization so that they are better informed on how to handle their inquiries independently.
  • Assist in diagnosing, resolving, or escalating complex issues quickly and efficiently that may require deeper knowledge and expertise.
  • Responsible for floor support, interaction, and assistance directly with the CCRs.
  • Manage the ticketing queue for the team.
  • Identify the misrouted ticket root cause and work with the team supervisor on efforts to minimize routing errors.
  • Work independently with some guidance; may review or guide activities of more junior employees.
  • Ensure sensitive information remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organization's data privacy requirements.
  • Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.
  • Update and correct knowledge articles as appropriate.
Ready to build the future of shared delivery for the better?

Join us. The world can't wait.


You Have:


  • Experience with using Microsoft Office programs, including Word, Excel, and Outlook
  • Ability to work independently and multitask through to completion
  • Ability to build strong relationships with COE partners as well as the business sectors to improve delivery Bachelor's degree and 4+ years of customer service experience or Master's degree and 2+ years of customer service experience

Nice If You Have:


  • Experience working in a Help Desk or Contact Center environment
  • Experience with systems, including Workday, Costpoint, or Ivalua
  • Possession of excellent listening skills
  • Possession of excellent research and problemsolving skills

Create Your Career:


Grow With Us
Your growth matters to us—that's why we offer a variety of ways for you to develop your career.

With professional and leadership development opportunities like upskilling programs, tuition reimbursement, mentoring, and firm-sponsored networking, you can chart a unique and fulfilling career path on your own terms.


A Place Where You Belong
Diverse perspectives cultivate collective ingenuity.

Booz Allen's culture of respect, equity, and opportunity means that, here, you are free to bring your whole self to work.

With an array of business resource groups and other opportunities for connection, you'll build your community in no time.


Support Your Well-Being


Our comprehensive benefits package includes wellness programs with HSA contributions, paid holidays, paid parental leave, a generous 401(k) match, and more.

With these benefits, plus the option for flexible schedules and remote and hybrid locations, we'll support you as you pursue a balanced, fulfilling life—at work and at home.


Compensation
At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being.

Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care.

Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values.

Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs.

Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits.

We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.


Salary at Booz Allen is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements.

The projected compensation range for this p
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