Help Desk/Call Center Analyst
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Description
Help Desk/Call Center Analyst - Onsite and Remote work (hybrid role)
**Required: Secret Clearance**
**Required: Secret Clearance**
Serve as a member of a service desk operations team that is the initial point of contact for customer support. Provide efficient, high-quality, and compassionate assistance to Members, former Members, and Families of the Armed Forces or their representatives and to the General Public. All successful candidates are required to be fully COVID-19 vaccinated.
Responsibilities:
- • Answer or escalate inquiries for US Military families, DoD Personnel, and the general public in a timely and respectful manner. Inquiries may come in the form of inbound calls, emails, or faxes.
- • Ability to identify core issue and utilize the appropriate work procedures to address the issue.
- • Handle sensitive calls in a respectful and patient manner.
- • Document all interactions in an existing case management system.
- • Maintain and update records as communication and documents are received.
- • Escalate inquiries to government officials as required.
- • Develop an understanding and maintain ongoing knowledge of Arlington National Cemetery.
- • Provide general information, directions, and other forms of assistance to the general public.
- • Works under direction of Team Lead.
- • Other tasks and responsibilities, as assigned.
Qualifications:
- • Previous experience in Hospitality Industry or in Customer Service preferred.
- • Excellent oral and written communication skills.
- • Basic computer skills (Microsoft Office).
- • Required: Security Clearance: Active or Interim Secret
- • Required: Must hold US citizenship.
Location:
- • Springfield, VA (On-site)
Flexible work from home options available.