Administrative Support Specialist- Customer Service

Administrative Support Specialist- Customer Service

Comtech is a woman-owned small business founded in 1998 and headquartered in Reston, VA. We offer IT solutions across the disciplines of program/project management, applications development, infrastructure, Cyber security, and enterprise content/data management services. We have developed our methodologies and processes based on the IT Infrastructure Library (ITIL) v.3 Framework across enterprise infrastructure operations. These methodologies and processes are reinforced through our organization's externally accredited certifications, which include ISO 9001:2008 Quality Management System (QMS), ISO/IEC 20000-1:2011 IT Service Management Systems (SMS, corporate ITIL certification), ISO 27001:2005 Information Security Management System (ISMS), and CMMI-DEV Level 3

Job Description

Job Role:

• Assist organization in the formulation of customer service procedures, both internal and external; coordination of inter-staff assignments; development and preparation of reports
• Analyze facts and circumstances involved in making recommendations for solving customer service problems within the limits of standard or acceptable management and administrative practices
• Conduct research into matters of general or specific concerns concerning the agency's customer services protocols, which affect the management of the office
• Review existing customer service methods or practices and make recommendations for improving processes and revises current methods, techniques, and procedures as deemed appropriate.

Qualifications

Required Skills:

• Associate's degree or Bachelor's degree in any field
• Minimum 3 years of related work experience as an Account Manager, Customer Service Agent, or Member Service Agent
• Minimum 3 years of previous work experience in an environment with sales, revenue or performance quotas
• Knowledge of DCMR Title 31 Regulations, and/or the for-hire industry regulations of a major jurisdictional area such as DC, NY, MA
• Experience with Salesforce Client Relationship Management (CRM) database systems
• Strong computer skills, including Microsoft Office Suite and the ability to learn new software packages.