Job Title: Customer Care Specialist
Location: Washington, DC (Onsite Only)
Position Type: Full-Time
Clearance Level: Top Secret Clearance (TS/SCI)
Overview: Our Customer Service Center is looking for an energetic and welcoming Customer Care Specialist to deliver exceptional, high-touch customer service to our in-person visitors. In this role, you'll be the first point of contact, providing warm greetings and initial assistance for technical inquiries while supporting various IT-related tasks. Ideal candidates will bring a customer-centric mindset, hospitality skills, and a readiness to learn foundational IT concepts.
Responsibilities:
- Greet and engage in-person customers with a positive, professional demeanor.
- Initiate customer interactions, listen actively, and inquire about technical issues or needs.
- Deliver excellent service to enhance customer satisfaction and foster strong relationships.
- Provide basic information on S/ES-ExecTech products, services, and respond to status inquiries.
- Learn and remember customers' names, delivering a personal touch in all interactions.
- Answer calls, log tickets, and assist with initial troubleshooting or support requests.
- Support in issuing passwords, mobile devices, and accessories as needed.
- Aid in ordering, receiving, and organizing general IT supplies (toner, card readers, cables, etc.).
Qualifications:
- Proven ability to provide high-touch, quality customer interactions that prioritize customer needs.
- Energetic, detail-oriented, and calm under pressure, with strong problem-solving skills.
- Excellent verbal communication and listening skills, with the ability to quickly de-escalate tense situations.
- Strong organizational skills, with the ability to multi-task and manage multiple customer needs simultaneously.
- Proficient in maintaining accurate records within the service center's ticketing system.
- Quick thinker, able to remain confident and composed when resolving immediate concerns.
Work Schedule: Standard hours: 8:00 AM – 5:00 PM, as the primary customer-facing team member. Potential for after-hours rotations for onsite support, including during government closures or early dismissals.
Equal Opportunity Employer Statement: We are an Equal Opportunity Employer and consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic as defined by applicable law.