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Your Role and Responsibilities
Company is looking to hire an exemplary Customer Service Lead to coach our testing, training and functional support staff to deliver exceptional customer service:
Overseeing and assessing staff activities, and providing them with regular performance-related feedback.
Strategizing and monitoring daily activities of customer service operation.
Compiling weekly and monthly metrics for all customer service related activities.
Assisting customer service staff with duties where required.
Training staff in areas of customer service and DoD policies.
Investigating and solving customer service complaints.
Assisting with development and implementation of service policies, and explaining these to staff and customers.
Maintaining documentation pertaining to customer service department activities to include creating and maintaining standard operating procedures.
Outstanding communication skills, both written and verbal.
Strong people skills and proven experience in building a high performing team
Outstanding organizational skills.
This position is located in Ft. Eustis, VA.
Role ( Job Role )
Business Transformation Consultant
Required Technical and Professional Expertise
Ability to obtain DoD Common Access Card.
5+ years of experience in the application of DoD Policy, Regulations and Directives to implement online training.
3+ years of experience with Basic project management concepts and practices.
3+ years of experience with quality control of digital products.
3+ years of experience in management of customer relations in a service industry.
3+ years of experience with interpretation and implementation of services desired from stakeholders in a complex software application.
2+ years of experience in the testing of content prior to fielding on a web-enabled DoD application.
2+ years of experience with the management of content files and data information in repositories.
2 years of experience in the preparation and delivery of test results/reports
2+ years of experience in the management of hosted content over its life cycle.
3+ years of experience with Microsoft office products – Word, Excel, PowerPoint.
Preferred Technical and Professional Experience
Active DoD Common Access Card.
2+ years of experience supporting a learning management system.
2+ years of experience with leading quality assurance/testing activities.
2+ years of experience providing application functional support.
US Citizenship required.
High School Diploma/GED
Up to 25% or 2 days a week (home on weekends- based on project requirements)
Is this role a commissionable/sales incentive based position?
Being You @ Company
Company is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Company is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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