JCS is currently seeking a full-time Tier 1 Service Desk Analyst (Customer Experience Representative) who is organized, detail-orientated, positive, and able to adapt quickly to new situations. The candidate supports a government customer care support center and plays a crucial role in ensuring positive interactions. Effective communication skills are key to this position.

Required: Secret Clearance

Serve as a member of a Tier 1 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. 

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 the direction of Team Lead.
• Other tasks and responsibilities, as assigned.

Qualifications:

• Previous experience in the Hospitality Industry or in Customer Service preferred.
• Excellent oral and written communication skills.
• Exceptional customer service skills
• Technical skills (Microsoft Office Suite).
• Required: Security Clearance: Active or Interim Secret
• Required: Must hold US citizenship.

Location:

• Springfield, VA (On-site)

About JCS Solutions LLC

JCS Solutions LLC is (JCS) is a premier technology firm specializing in enterprise-wide capabilities including cloud and infrastructure solutions, cyber security, digital modernization, next generation technologies enablement, software solutions, and mission support services dedicated to providing the highest quality of services and solutions. Our employees enjoy a work culture that promotes upskilling, innovation, and we've been certified as a Great Place to Work three years in a row!

JCS benefits include 401k retirement plans, paid time off, health insurance, dental insurance, vision insurance, life insurance, long term disability, short term disability, and opportunities for professional development.

It is JCS’s policy to promote equal employment opportunities. All qualified applicants will receive consideration for employment without regard to sex, race, color, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

All successful candidates must be COVID-19 vaccinated.

If you require additional accommodation, please contact us at Careers@jcssolutions.com or (703) 972-9115.