Customer Care Tier II Representative
The Opportunity:
As a professional in shared services, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight into shared services performance.
Your main function will be to assist new hires from day one until they are self-sufficient through their entire training timeframe. You will ensure that new hires are greeted day one, help set up their desk, assist with any log-in or access issues during their first days, collaborate with the Continuous Improvement team to assist in developing and updating new hire training, assess and submit feedback of daily new hire progress, and provide small group refresher to new hires and existing employees. During down time, you will also be providing support for escalated Help Desk tickets from employees and vendors within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer’s satisfaction before it is closed. You’ll educate and provide policy guidance on all inquiries. Due to the nature of work performed within this facility, U.S. citizenship is required.
How You’ll Contribute:
Act as the New Hire first day greeter
Act as the New Hire Coordinator and ensure that each new hire’s desk is ready for day one, assist with log-in issues and access issues
Assess and provide New Hire progress feedback to leads along with recommendations of where further training may be needed
Collaborator with the Continuous Improvement team for New Hire training creation and updates
Provide small group refresher training for both New Hires and existing Customer Care Representatives (CCRs)
Provide support to the front-line Customer Care Representatives (CCRs) on non-IT-related issues
Educate inquiring employees about tools, policies, and processes for the organization so that they are better informed on how to handle their inquiries independently.
Assist in diagnosing, resolving, or escalating complex issues quickly and efficiently that may require deeper knowledge and expertise.
Be responsible for floor support, interaction, and assistance directly with the CCRs.
Manage the ticketing queue for the team.
Identify the misrouted ticket root cause and work with the team supervisor on efforts to minimize routing errors.
Apply specific principles, theories, and concepts, and working or general industry knowledge.
Work independently with some guidance, and review or guide activities of more junior employees.
Ensure sensitive information remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organization’s data privacy requirements.
Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.
Update and correct knowledge articles as appropriate.
Ready to build the future of shared delivery for the better?
Join us. The world can’t wait.
You Have:
Experience with monitoring, guiding, training, and directing new staff through a training program
Experience with using Microsoft Office programs, including Word, Excel, and Outlook
Ability to work independently and multi-task through to completion
Ability to build excellent relationships with COE partners and the business sectors to improve delivery
HS diploma or GED
Nice If You Have:
Experience as a Training Facilitator or Coordinator
Experience with working in a Help Desk or Contact Center environment
Experience with systems such as Workday, Costpoint, or Ivalua
Experience with applying a detailed focus on data and processing to ensure data integrity
Ability to use multiple applications and databases in a fast-paced environment
Ability to communicate clearly via email or phone
Possession of excellent listening, research, and problem-solving skills
Bachelor’s degree and 4+ years of experience with customer service preferred; Master’s degree and 2+ years of experience with customer service a plus
Compensation
At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.
Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $46,900.00 to $96,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.
Identity Statement
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.
- If this position is listed as remote or hybrid, you’ll periodically work from a Booz Allen or client site facility.
- If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific role.
EEO Commitment
We’re an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change – no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.
