Jacobs Customer Service Administrator in Aiken, South Carolina

Customer Service Administrator

Description

“Jacobs National Security Solutions (NSS) provides world-class IT network and service management capabilities; cutting edge cyber threat awareness and cybersecurity solutions; innovative web- and software applications development; and advanced data analytics for major clients in the Intelligence Community, Department of Defense, and Federal Civilian Agencies.

Our forward thinking solutions deliver an integrated approach to IT network design and management, full lifecycle IT service management, IT service delivery, asset management, logistics and procurement, and vendor management. We leverage the expertise and passion of our employees to conduct identity and access management, penetration testing, and vulnerability assessments for our nation’s most closely guarded agencies and networks. Our Cyber Security Operations Centers ensure safe, effective network operations for Federal clients while our data scientists are helping stop illegal acts before they can endanger Americans or our way of life.

Jacobs promotes a culture of operational excellence to create a safer, smarter, and more connected world while upholding the highest standards of compliance, quality and integrity.

We continue to thrive and need your talent and motivation to help propel us farther, faster.”

Jacobs is seeking a Customer Service Administrator for a position in Aiken, SC. Duties will include:

  • Responsibilities associated with working in a Customer Service Center environment

  • Managing customer service for telecommunication functions

  • Handle customer inquiries by tickets submitted from SRS Helpdesk and by email for voice and data troubles, new service requests, walk downs for new service, cable locates, video troubles and requests, and voice and data troubles and new service requests

  • Contact customer on tickets requiring clarification or additional information to process the request

  • Analyze and research trouble and new service request using available resources to identify and assign work breakdown for staff

  • Process trouble and work orders in NetPlus Telecommunication Management System (TMS); assign and dispatch technicians. Manage and resolve customer complaints

  • Coordinates customer approval of necessary work activities, as well as provides reports/query responses for work status and/or completions

  • Receives cable installation and wire pair assignment information from technicians; logs, tracks and assigns cable and pair information in NetPlus TMS

  • Enters information in 5ESS Switches on-site regarding station moves, adds, or changes, user restriction codes, station features, toll access codes, etc.

  • Provides backup assistance to Telephone Operators by answering and transferring off and on-site callers for directory assistance

  • Responsibilities associated with working in a Customer Service Center environment; managing customer service for telecommunication functions

  • Handle customer inquiries by tickets submitted from SRS Helpdesk and by email for voice and data troubles, new service requests, walk downs for new service, cable locates, video troubles and requests, and voice and data troubles and new service requests

  • Contact customer on tickets requiring clarification or additional information to process the request

  • Analyze and research trouble and new service request using available resources to identify and assign work breakdown for staff

  • Process trouble and work orders in NetPlus Telecommunication Management System (TMS); Assign and dispatch technicians

  • Manage and resolve customer complaints. Coordinates customer approval of necessary work activities, as well as provides reports/query responses for work status and/or completions

  • Receives cable installation and wire pair assignment information from technicians; logs, tracks and assigns cable and pair information in NetPlus TMS

  • Enters information in 5ESS Switches on-site regarding station moves, adds, or changes, user restriction codes, station features, toll access codes, etc.Provides backup assistance to Telephone Operators by answering and transferring off and on-site callers for directory assistance

  • Respond to changes in directions and priorities; adapts to changes in the work environment

Qualifications

  • Requires minimum of one (1) year general clerical experience and familiarity with standard office equipment and proper office procedures.

  • One (1 ) or more years experience with the Telecommunications Management Systems (TMS)

  • One (1 ) years of experience in a Customer Service environment

  • Proficient computer skills a must

  • Should have in-depth knowledge and working experience in:

  • Interacting with customers in a polite and professional manner

  • Interacting and communicate with people over the phone; writes clearly and informatively

  • Adapting to technical product information quickly and accurately

  • PC operations and software (Microsoft Office and FileMaker Pro)

Essential Job Functions

Physical Requirements:

Most work will be done at a desk or computer

Work Environment:

General Office environment. The work environment is fast-paced and sometimes involves extreme deadline pressures. The nature of the work requires a high degree of teamwork and cooperation with other members of the staff as well as individuals across the Company and Customers. Willingness to work in a team environment and collaborate with others.

Equipment & Machines:

General office equipment including PC/laptop, Fax, Copiers, Shredder, Printers, Telephone, and other miscellaneous office equipment.

Attendance:

Attendance is critical at all times. Must be able to work a 40-hour workweek, normally Monday through Friday. However, times and days may vary depending on business requirements. Needs to be available to work overtime during critical peaks and be available to meet last minute requests for overtime should the situation occur.

Other Essential Functions:

Must be able to communicate effectively both verbally and in writing

Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others. Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation

Must be able to interface with individuals at all levels of the organization both verbally and in writing.

Must be well-organized with the ability to coordinate and prioritize multiple tasks simultaneously.

Must work well under pressure to meet deadline requirements.

Must be willing to travel as needed.

Must take and pass a drug test and background check as well as a motor vehicle records check.

Must have a current drivers license

Must be a US citizen.

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. Jacobs is a background screening, drug-free workplace.

Primary Location United States-South Carolina-Aiken

Travel No

Req ID: I2S0003DR