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Customer Service Representative . job in Bethesda

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Job Ref:  140947BR
Employer:  AECOM
Country:  United States
County/State:  Maryland
City:  Bethesda
30/09/2016 12:09

Why Choose AECOM?
AECOM is a premier, fully integrated professional and technical services firm positioned to design, build, finance and operate infrastructure assets around the world for public- and private-sector clients. With nearly 100,000 employees - including architects, engineers, designers, planners, scientists and management and construction services professionals - serving clients in over 150 countries around the world, AECOM is ranked as the #1 engineering design firm by revenue in Engineering News-Record magazine's annual industry rankings, and has been recognized by Fortune magazine as a World's Most Admired Company. The firm is a leader in all of the key markets that it serves, including transportation, facilities, environmental, energy, oil and gas, water, high-rise buildings and government. AECOM provides a blend of global reach, local knowledge, innovation and technical excellence in delivering customized and creative solutions that meet the needs of clients' projects. A Fortune 500 firm, AECOM companies, including URS Corporation and Hunt Construction Group, have annual revenue of approximately $19 billion. More information on AECOM and its services can be found at NA.

About the Business Line
AECOM's Global Support Services (GSS) organization resides within AECOM's Government business line and is comprised of three divisions - International Development, Operations and Mission Support, and Global Programs. GSS has the international presence, personnel networks and procurement infrastructure to deliver support for any mission, anywhere. We optimize the reliability, availability and sustainability of equipment, logistics systems and facilities for clients around the world. GSS supports the U.S. Government, non-U.S. Governments and industry clients with worldwide program management, planning, design, operations and maintenance, logistics, aviation services, security, international development, environmental and civil engineering and mission and intelligence support.

Job Summary
AECOM is seeking a Customer Service Representative. Customer Service Representative work is to provide a single point-of-contact to the broad array of services offered to our customers.
  • Respond to all telephone, walk-in and electronic inquiries for assistance.
  • Enter requests for service into the Service Order Request Database (SORD) and notify the appropriate first responder for action.
  • Utilize an automatic call distribution system to receive calls and minimize the time customers wait to connect to a representative.
  • Create meeting reservations in the Conference Room Scheduler, scanning the system ensuring no double bookings are created or are addressed immediately.
  • Receive and create compound parking permits based upon justifiable need and space availability.
  • Coordinate with Conference Room Support personnel to ensure requests for room configurations are communicated and carried out as appropriate.
  • Serve as the face of our client to greet customers and answer inquiries professionally and eloquently.
  • Capture productivity metrics and submit weekly as requested.
  • Perform other ad hoc administrative duties as assigned.

Minimum Requirements
  • Active Top Secret SCI Clearance with Polygraph - TS/SCI
  • High school diploma or GED
  • One (1) year recent experience working at a customer service center is desirable
  • Basic computer skills (MS Word, MS Excel and Lotus Notes)

Preferred Qualifications
  • Knowledge of IC regulations, policies, practices and procedures
  • Knowledge of MS Office products
  • Strong interpersonal skills to maintain effective working relationships with team and customers
  • Good oral and written communication skills sufficient to respond to customers' routine questions in a clear and concise manner
  • Ability to manage own activities and workflow under tight deadlines
  • Ability to apply a strong customer focus orientation to understand customer requirements, suggest and implement solutions
  • Ability to ensure that management, co-workers, customers and stakeholders are kept informed
  • Ability to adapt to changing work requirements and priorities that may require overtime or extended hours

What We Offer
AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow.

AECOM is an equal opportunity employer and Minorities, Females, Veterans, and Disabled persons are encouraged to apply. For further information, please click here to view the EEO Is The Law poster.
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